PL - DENZA - Aftersales Customer Care Specialist at BYD Europe

Hoofddorp, North Holland, Netherlands -

Full Time

Start Date

Immediate

Expiry Date

12 Mar, 26

Salary

0.0

Posted On

12 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Engagement, Complaint Resolution, NPS Analysis, Customer Loyalty, Customer Journey, Experience Enhancement, Cross-Market Collaboration, Service Standards, Emotional Intelligence, Attention to Detail, CRM Systems, Case Management, Communication Skills, Luxury Automotive Experience, High-Value Customer Management, Technical Communication

Industry

Motor Vehicle Manufacturing

Description

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. Key Responsibilities 1. Premium Customer Engagement & Complaint Resolution • Deliver personalized, high-touch support across all channels (phone, email, chat, social media, app community). • Handle and resolve sales and after-sales cases with transparency, empathy, and urgency. • Ensure all interactions reflect DENZA’s premium tone of voice and brand standards. • Accurately record, track, and update customer cases in internal systems with proactive follow-up. • Collaborate with Retail, Service, Parts, and Logistics teams to identify root causes and implement long-term solutions. 2. NPS Ownership & Loyalty Development • Take full responsibility according to the job perimeter for NPS performance in the market. • Analyze customer feedback, identify key satisfaction drivers, and lead action plans for improvement. • Develop customer-delight initiatives that strengthen emotional connection and loyalty. • Use customer insights to continuously elevate service quality and overall brand perception. 3. Customer Journey & Experience Enhancement • Support customers throughout their entire ownership journey, from first contact to aftersales follow-up. • Represent DENZA as a true brand ambassador, ensuring a premium and refined customer experience. • Participate in experience audits and contribute to new processes that reinforce the luxury ownership journey. 4. Cross-Market Collaboration & Excellence Development • Work closely with Country and Global Customer Care teams to maintain consistent premium service standards. • Share insights, best practices, and innovations to strengthen DENZA’s global service excellence. • Contribute to the development and evolution of the DENZA Customer Care Excellence Framework. Profile We seek an experienced, polished, and service-driven professional capable of representing a luxury automotive brand with refinement. The ideal candidate combines strong customer care expertise with solid aftersales understanding to deliver a premium, high-quality ownership experience. Professional Experience & Background: • 3–5 years of experience in customer-facing roles within luxury automotive brands (Mercedes-Benz, BMW, Audi, Porsche, etc.) or premium sectors (luxury retail, hospitality, concierge, aviation). • Experience in customer care, aftersales advisory, CRM and customer experience, case management, complaint resolution, delivery/handover roles, NPS/VOC analysis, or retail service operations. Core Competencies: • Strong ability to manage sensitive or escalated cases with professionalism and empathy. • Proven experience in aftersales processes: service appointments, follow-up, parts delays, and technical communication. • Ability to manage VIP and high-value customers with discretion and high service standards. • Proficiency in multi-channel customer care with high quality of written and oral communication. • Solid experience with CRM systems, case-management tools, and digital customer platforms. • Excellent communication skills, high emotional intelligence, and strong attention to detail. • Fluent in English and the local market language; additional languages are an advantage.

Responsibilities

The Aftersales Customer Care Specialist is responsible for delivering personalized support and resolving customer complaints while ensuring a premium customer experience. They will also analyze customer feedback to improve service quality and develop initiatives to enhance customer loyalty.