Role Overview:

As a Customer Care Specialist, you will play a pivotal role in delivering outstanding support to both dealers and customers. This position focuses on managing customer care ticket resolution while maintaining direct communication with customers and service partners. Your role ensures a seamless and customer-centric experience, enhancing satisfaction and operational efficiency within the automotive ecosystem.

Key Responsibilities:

1. Customer & Dealer Support:

• Act as the primary point of contact for customer complaint resolution within the company, continuously monitoring customer complaint ticket resolution.
• Work closely with service partners to ensure a timely resolution of all customer complaint tickets. Ensure outstanding customer complaint resolution times and NPS.
• If required, communicate with customers directly to provide updates and solutions regarding their inquiries, ensuring an effortless and personalized experience.
• Document all customer interactions and updates accurately in the CRM system, ensuring data is clean and up-to-date.

2. Process Optimization & Communication:

• Identify opportunities for process improvement in daily customer care operations, focusing on enhancing communication between customers, dealers, and internal teams.
• Work closely with internal teams and external service providers to streamline workflows, optimize processes, and ensure effective issue resolution.
• Support internal stakeholders by providing insights from customer and dealer interactions to refine processes, systems, and communication strategies.

3. Customer-Centric Approach:

• Drive a customer-first mindset by delivering seamless support and fostering trust across all customer touchpoints.
• Gather and analyze customer feedback to continually enhance service quality and customer satisfaction.
• Anticipate customer needs by understanding market trends and the competitive landscape.

4. Representation & Advocacy:

• Be the face of the company, representing its values and commitment to customer satisfaction in all interactions.
• Serve as a key ambassador for the brand, fostering positive relationships with customers and dealers alike.

Additional Requirements:

• Occasional business trips may be required.

Qualifications:

• Bachelor degree or similar.
• Proven experience in customer care, dealer support, or a similar role in the automotive industry is a plus.
• Strong interpersonal and communication skills, with the ability to manage multiple stakeholders effectively.
• Proficiency with CRM tools and a keen eye for detail in data documentation.
• A customer-focused mindset with the ability to anticipate and meet customer needs.
• Analytical and problem-solving skills to address complex customer or dealer issues.
• Ability to work collaboratively across departments and handle a dynamic, fast-paced environment.

We Offer:

• Performance and experience-based competitive remuneration;
• 25 days paid holidays + public holidays;
• Department & company-wide teambuilding events;
• An exciting opportunity to lead the European transition to Zero Emissions transportation and de-carbonization of the economy.

About BYD:

Our Purpose is to build a zero-emission future that reconnects humanity with nature. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team.

BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.