RSA (Roadside Assistance) Junior Manager

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.

About the Role

RSA (Roadside Assistance) Junior Manager will support in overseeing and managing the operations of the roadside assistance program within an BYD Europe organization. The role ensures that customers receive timely and effective roadside support in the event of a breakdown or emergency. The RSA Junior Manager works to maintain high levels of customer satisfaction by managing the performance of the RSA service providers and local market responsible ensuring the smooth operation of the service infrastructure.

Key Responsibilities:

1. Program Management

-Oversee the day-to-day operations of the roadside assistance program ensuring it meets or exceeds customer expectations for responsiveness quality and efficiency.

-Develop and maintain operational procedures for handling roadside assistance requests

including communication with customers service providers and internal teams.

2. Service Provider Management

-Monitor the performance of service providers evaluating their response times customer

satisfaction ratings and compliance with contractual obligations.

3. Customer Support and Issue Resolution

-Ensure the smooth and efficient handling of customer roadside assistance requests from initial contact through to resolution and fill process gaps

-Develop and implement processes for improving customer experience and reducing wait times during roadside assistance calls.

4. Operational Reporting and Data Analysis

-Monitor key performance indicators (KPIs) such as response times customer satisfactionand operational costs to assess program effectiveness.

-Analyze customer feedback and program data to continuously improve service delivery.

-Regularly prepare reports on RSA program performance for senior management identifying trends challenges and opportunities for improvement.

5. Training and Development

-Initiate the development and delivery of training materials for RSA and Train the Trainer sessions of service providers to ensure they are knowledgeable and equipped to handle customer needs effectively.

6. Budget and Cost Management

-Help identify opportunities for cost reduction while maintaining or improving the level of service provided.

-Support in overseeing invoicing billing and payment processes for service providers.

7. Technology and Tools

-Stay updated on emerging technologies in the automotive roadside assistance fieldexploring potential improvements to the program.

8. Compliance and Safety

-Ensure that all roadside assistance services comply with legal and safety regulationsincluding industry standards and best practices together with service providers

9. Continuous Improvement

Evaluate the effectiveness of the RSA program making recommendations for process

improvements or adjustments based on performance data and customer feedback.

Key Skills and Qualifications:

1. Customer-Centric Focus

-Strong focus on customer satisfaction and service excellence especially in emergency

situations.

-Ability to handle stressful situations and manage customer expectations effectively.

2. Problem-Solving and Decision Making

-Strong problem-solving skills to resolve customer issues and manage emergency situations effectively.

3.Communication Skills

-Excellent verbal and written communication skills for coordinating with customers service

providers and internal teams.

-Ability to clearly explain complex procedures and service details to customers and

stakeholders.

4. Operational and Performance Management

-Ability to monitor and analyze performance data identifying trends and areas for

improvement.

5. Industry Knowledge

-Familiarity with the automotive industry including vehicle types common breakdown

issues and standard roadside assistance procedures.

-Knowledge of legal and regulatory requirements related to roadside assistance services.

6. Education and Experience

-A bachelors degree in business management logistics customer service or a related field

is often preferred.

-Several years of experience in automotive services roadside assistance or customer service management.

-Work with cross-functional teams to ensure RSA service aligns with the companys broader

customer service objectives.

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

Location: Budapest
Type of Employment: Full-time