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.
BYD Europe BV located in Hoofddorp, Netherlands. BYD Europe BV offers a full line of BYD electric vehicles, including all-electric cars, all-electric buses, and all-electric forklift trucks.
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.
- Monitor all market key performance indicators (KPIs) related to customer service, such as response times, customer care resolution times, and customer satisfaction (NPS)
- If required, communicate with customers directly to provide updates and solutions regarding their inquiries, ensuring an effortless and personalized experience.
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-centric approach and deliver a unique customer experience and support that is seamless and effortless. Understand customer & market trends and anticipate customer expectations within BYD and its competitors.
- 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.
Required skills, qualifications and experience:
- Bachelor's degree or higher;
- Excellent Polish and English language skills are required;
- 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
- Proactive work attitude, analytical and problem-solving abilities, strong in data analysis and providing effective improvement suggestions.
- Familiarity with monitoring and managing Key Performance Indicators (KPIs), experience in assisting in developing and implementing improvement strategies for indicators.
- Strong teamwork and collaboration skills to coordinate cross-departmental teams and resolve internal communication and coordination issues.
- 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.
