Customer care – Customer Care specialist
il y a 1 jour
OverviewCustomer care – Customer Care specialist (BYD France). BYD EUROPE.Key ResponsibilitiesCustomer Relationship ManagementAct as first point of contact for escalated customer complaints.Coordinate with dealers, service partners, and BYD Europe to resolve issues quickly and efficiently.Ensure clear communication with customers and maintain high service standards.Satisfaction Monitoring & ReportingTrack and analyze customer satisfaction KPIs (NPS, CCR, RSA performance).Provide regular reports to BYD France management and BYD Europe.Identify trends and propose corrective actions.Process & Quality ImprovementDefine and standardize complaint management processes for BYD France.Collaborate with sales and aftersales teams to ensure consistency in customer journey.Drive improvement projects to enhance customer experience.Cross-functional CollaborationWork closely with Sales, Aftersales, Technical Support, and RSA partners.Support dealer network with training and guidelines on customer care best practices.Ensure alignment with European policies and local regulations.ProfileEducation: Bachelor’s or Master’s degree in Business, Customer Experience, or related field.Experience:5+ years in customer care / customer service management, preferably in automotive or mobility industry.Strong background in complaint management, NPS, and customer satisfaction analytics.Skills:Excellent communication skills (French & English mandatory, Chinese a plus).Strong problem-solving and negotiation abilities.Customer-centric mindset with ability to handle pressure.Analytical skills (Excel, CRM tools, reporting).We OfferCompetitive remuneration based on performance and experience.Opportunities for department and company-wide team building events.A chance to contribute to the transition towards zero-emission transportation and the decarbonization of the economy.Location: FranceType of Employment: Full-time #J-18808-Ljbffr
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Customer care – Customer Care specialist
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