PL - DENZA - Aftersales Customer Care Specialist

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.