AS Denza 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 300000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.

BYD Automotive GmbH is a leading global electric vehicle manufacturer specializing in innovative sustainable mobility solutions. As part of the BYD Group the company focuses on developing cutting-edge electric cars integrating advanced technology with eco-friendly design to drive the future of transportation. The scope of products spans across all brands of BYD which fall under the responsibility of BYD Automotive GmbH.

Key Responsibilities:

Premium Customer Engagement & Complaint Resolution

• Deliver personalized high-touch support across all contact channels (phone email chat social media app community etc.) ensuring every interaction meets DENZAs premium standards.
• Manage and resolve both sales and after-sales cases with transparency empathy and urgency.
• Ensure all customer communications are consistent with DENZAs tone of voice and premium brand identity.
• Record and track all cases through internal systems providing detailed documentation and proactive updates.
• Collaborate cross-functionally with retail service and logistics teams to achieve root-cause resolutions and implement long-term service improvements.

NPS Ownership & Customer Loyalty

• Take full accountability for NPS results within the marketanalyzing feedback identifying key satisfaction drivers and implementing improvement actions.
• Lead customer delight initiatives that deepen emotional connection foster loyalty and enhance overall satisfaction.
• Monitor and interpret customer insights to drive continuous improvements in service delivery and elevate brand perception.

Customer Journey & Experience Enhancement

• Support customers through every stage of their journeyfrom onboarding and test drives to delivery and after-sales follow-up.
• Represent DENZA as a brand ambassador ensuring every engagement mirrors the quality elegance and exclusivity expected from a premium EV marque.
• Participate in experience audits and contribute to the development of new processes that reinforce the luxury ownership journey.

Cross-Market Collaboration & Excellence Development

• Partner with Country teams and Global Customer Care teams to align service standards and uphold a consistent global premium experience.
• Share insights best practices and innovations that strengthen DENZAs global reputation for customer care excellence.
• Contribute actively to the continuous evolution of DENZAs Customer Care Excellence Framework supporting the brands pursuit of world-class service.

Qualifications:

• Bachelors degree in Business Administration Communications or a related discipline.
• 35 years of experience in customer service or after-salespreferably within premium automotive EV or luxury brand environments.
• Proven track record of managing complex customer cases with composure and professionalism.
• Strong analytical mindset with experience in CRM platforms and NPS or VOC (Voice of Customer) analysis.
• Exceptional written and verbal communication skills with cultural sensitivity and adaptability.
• Fluent in English and German.
• Self-organized with communication skills and an understanding of differences between countries cultures regulations. Self-learning the ability to discover and solve problems.
• Excellent written and verbal communication skills in German language and English is a must.
• High-level attention to details time management and accuracy. Proficient PowerPoint and presentation skills.
• Must hold a valid driver license for EU and candidates must be eligible to work in Europe.

Why Join Us

• Opportunity to work in a dynamic and innovative industry.
• Competitive salary and benefits. Exposure to global automotive trends and strategies.
• A collaborative team environment that fosters professional growth.