Customer Care Advisor

il y a 1 jour

Courbevoie, Île-de-France BYD FRANCE Temps plein

About BYD France

BYD France is the French National Sales Company of BYD BV Europe and BYD Company Ltd, a China-based company and a leading global supplier of green energy technologies. BYD France offers a range of electric vehicles, including all-electric cars, buses & forklifts. BYD is expanding its operations in France to support a growing portfolio of New Electric Vehicle Passenger car and LCVs projects.

Key Responsibilities


• Customer Relationship Management


• Act 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 & Reporting


• Track 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 Improvement


• Define 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 Collaboration


• Work 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.

Profile


• Education: 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).

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