Customer Care Specialist Switzerland

As the first overseas subsidiary of BYD group, our main focus is to provide European customers with new energy vehicles, rechargeable batteries, solar panels, energy storage systems and other new energy products, as well as related after-sales services.

Location: Switzerland | Full-Time
Department: After Sales

Reports to: Head of After sales in Switzerland

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.
• 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:

• 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-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:

• 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.

Qualifications:

• 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

• 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.
• Growth potential
• Be part of the future

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.