BYD Customer Care Specialist - Job Description

Department: Customer Care & Development Europe / BYD Hungary
Location: Budapest
Reports To: Head of Customer Care & Development / Country After-Sales Manager
Employment Type: Full-Time

Role Overview

At BYD, customer care is at the heart of our mission to build a sustainable and innovative future. The Customer Care Specialist embodies BYD’s core values of innovation, quality, and green mobility by delivering an exceptional ownership experience at every touchpoint. Acting as the primary contact for our customers, this role ensures each interaction reflects professionalism, empathy, efficiency, and a passion for pioneer technology.

Beyond resolving inquiries and concerns, the Specialist drives positive customer experiences, ensuring that every BYD owner feels supported, valued, and connected to our global community. This role is instrumental in sustaining high customer satisfaction, fostering brand loyalty, and elevating our Net Promoter Score (NPS) across the European market.

Key Responsibilities

Customer Engagement & Complaint Resolution

· Deliver personalized, high-quality support across all contact channels (phone, email, chat, social media, app community, etc.), ensuring every interaction meets BYD’s high service standards.

· Manage and resolve both sales and after-sales cases with transparency, empathy, and urgency.

· Ensure all customer communications are consistent with BYD’s global brand identity, professional tone, and technological leadership.

· Record and track all cases through internal systems, providing detailed documentation and proactive updates.

· Collaborate cross-functionally with retail, service, and logistics teams to achieve root-cause resolutions and implement long-term service improvements.

NPS Ownership & Customer Loyalty

· Take full accountability for NPS results within the market—analyzing feedback, identifying key satisfaction drivers, and implementing improvement actions.

· Lead customer satisfaction initiatives that deepen emotional connection, foster loyalty, and enhance brand advocacy.

· Monitor and interpret customer insights to drive continuous improvements in service delivery and elevate brand perception.

Customer Journey & Experience Enhancement

· Support customers through every stage of their journey—from initial onboarding and test drives to vehicle delivery and after-sales follow-up.

· Represent BYD as a "brand ambassador", ensuring every engagement mirrors the reliability, advanced technology, and environmental responsibility expected from a global EV leader.

· Participate in experience audits and contribute to the development of new processes that reinforce a seamless and modern ownership journey.

Cross-Market Collaboration & Excellence Development

· Partner with Country teams and Global Customer Care teams to align service standards and uphold a consistent global customer experience.

· Share insights, best practices, and innovative ideas that strengthen BYD’s global reputation for customer care and technological leadership.

· Contribute actively to the continuous evolution of BYD’s Customer Care Excellence Framework, supporting the brand’s pursuit of world-class service.

Qualifications

· Bachelor’s degree in Business Administration, Communications, or a related discipline.

· 3–5 years of experience in customer service or after-sales—preferably within the automotive (EV/ICE), consumer electronics, or technology-driven environments.

· Proven track record of managing complex customer cases with composure and professionalism.

· Strong analytical mindset, with experience in CRM platforms and NPS or VOC (Voice of Customer) analysis.

· Exceptional written and verbal communication skills, with cultural sensitivity and adaptability.

· Fluent in English; proficiency in the local language is highly desirable.

Key Competencies

· Customer-Centric Mindset: Deep understanding of customer expectations in the fast-growing EV market and the ability to deliver friendly, efficient, and tailored experiences.

· Customer-First Orientation: Genuine passion for helping customers and recognizing/resolving their pain points.

· Ownership & Accountability: Commitment to results, problem-solving, and continuous service improvement.

· Empathy & Emotional Intelligence: Ability to navigate complex interactions with poise, clarity, and understanding.

· Analytical Precision: Strong attention to detail, with the ability to identify trends in customer feedback and propose actionable insights.

· Collaboration & Adaptability: Effective communicator and team player in fast-paced, multicultural, and cross-functional environments.