Location: Switzerland | Full-Time
Department: After Sales

Reports to: Head of After sales in Switzerland

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.

What We Offer

• Competitive remuneration package.

• A fast-paced dynamic environment in a successful international organization.

• International exposure with the chance to adapt locally and make a difference.

• Growth potential

• Be part of the future

BYD (Build Your Dreams) is a global leader in electric vehicles, batteries, and sustainable energy solutions, driving innovation and shaping the future of mobility in over 70 countries worldwide.