Customer Care & Development- Aftersales

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 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.

Role Overview

At DENZA customer care is not simply a serviceit is an extension of our brand promise. The Customer Care Specialist embodies DENZAs premium values by delivering an exceptional ownership experience at every touchpoint. Acting as the primary contact for our customers this role ensures each interaction reflects refinement excellence empathy and efficiency.

Beyond resolving inquiries and concerns the Specialist drives premium experience ensuring that every customer feels recognized valued and inspired by the brand. This role is instrumental in sustaining high customer satisfaction and elevating our Net Promoter Score (NPS) across the market.

BYD France is the French National Sales Company of BYD BV Europe and BYD Company Ltd a China-based company and a leading global supplier of green energy technologies. BYD France offers a range of electric vehicles including all-electric cars buses & forklifts. BYD is expanding its operations in France to support a growing portfolio of New Electric Vehicle Passenger car and LCVs projects.

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.

Skills Qualifications and Experience Required:

• 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; proficiency in the local language is highly desirable.

• Key Competencies

• Premium Mindset: Deep understanding of premium/luxury customer expectations and the ability to deliver refined tailored experiences.

  Customer-First Orientation: Genuine passion for delighting customers and creating emotional connections.

  Ownership & Accountability: Commitment to results and continuous improvement.

  Empathy & Emotional Intelligence: Ability to navigate complex interactions with poise and understanding.

  Analytical Precision: Strong attention to detail with the ability to identify trends and propose actionable insights.

  Collaboration: Effective communicator and team player in multicultural cross-functional environments.

We Offer:

• Competitive remuneration based on performance and experience.

• Opportunities for department and company-wide team building events.

• A chance to contribute to the transition towards zero-emission transportation and the decarbonization of the economy.

If you align with our mission and have the skills we need apply to be our Finance Assistant in France today. Join us in our journey towards a sustainable future!

Location: Hoofddorp Netherlands
Type of Employment: Full-time