Customer Care Supervisor
Customer Care Supervisor
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1 Vacancy
Job Description
ABOUT BYD
BYD is a hightech company devoted to technological innovations for a better life. BYD is dedicated to providing zeroemission energy solutions.
As a leading batteryelectric zeroemission vehicle (ZEV) manufacturer BYD has created a broad range of batteryelectric hybridelectric and internal combustion (IC) passenger vehicles. Developing electric vehicles that are intelligent and connected BYD is inaugurating a new age of automotive innovation featuring a sleek design and an innovative user experience.
ABOUT THE ROLE
Based at BYD Australias Sydney Head Office the Customer Care Supervisor leads a team of customer experience representatives delivering timely empathetic and knowledgeable support to both existing and prospective customers.
Youll play an essential role in motivating the team to achieve our KPI objectives ensure high standards of service quality while continuously improving service efficiency and team performance by optimizing customer service processes and strategies.
MAIN RESPONSIBILITIES
- Coordinate daily operations of customer care center business including but not limited to customer inquiries concerns & complaints feedback & suggestions and commendations.
- Manage customer experience representatives task allocation training and KPI completion activities.
- Manage escalations and enquiries from internal and external stakeholders with urgency.
- Coordinate communication and collaboration with other departments to ensure highquality and efficient customer service.
- Monitor the psychological wellbeing of team members provide timely counseling and positive guidance and identify and nurture talent within the team.
- Ensure the team safeguard customer information by maintaining confidentiality.
- Ensure the team adherence to regulatory security standards.
SKILLS & EXPERIENCE
- Passionate about the automotive industry.
- Over 2 years of experience in a similar leadership role within a call center environment in the automotive luxury retail or hospitality industries.
- Demonstrates strong leadership skills with the ability to motivate and coach a team to achieve high performance.
- Proficient in crossfunctional collaboration and capable of driving complex project implementation.
- Possesses a strong customercentric mindset focused on delivering outstanding experiences with a cando attitude and a willingness to explore new service models.
- Techsavvy with experience in phone management system or customer service operation platforms with service design and innovation capabilities.
- A positive proactive problemsolver and solutionseeker.
- Excellent time management and multitasking skills with the ability to plan and prioritize effectively.
- Flexible and adaptable to changing workloads.
- Previous experience in dealerships or automotive industry is highly regarded but not essential.
- Certificate III in Business or Diploma level or above in business or a related field would be preferred.
If you believe you are a good fit for the role please dont hesitate to click on APPLY and submit your updated resume.
BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything youve learned so far be challenged work together with industry leaders and be a part of a supportive and vibrant team then BYD is ready for you.
Employment Type
Full Time
