Location: Switzerland | Full-Time
Department: After Sales
Reports to: Head of After sales in Switzerland
1. Customer & Dealer Support:
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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:
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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:
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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:
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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.
- Occasional business trips may be required.
- 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
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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.
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.
