Customer Service Junior Analyst

BYD; Buenos Aires; On-site; ARS 900,000 - 1,500,000; Full time

Job summary

BYD in Buenos Aires is seeking a proactive Customer Service Junior Analyst to join the Customer Service / After-Sales team. This hands-on role manages customer interactions across channels, creates and manages cases, coordinates with dealers and internal departments, and drives cases from initial contact through resolution.

The ideal candidate has 1–3 years in customer service or related roles, excellent communication, and solid Excel and CRM skills.

Qualifications

• Bachelor’s degree (Business, Engineering, Communications, or related) or currently pursuing a degree in these fields.
• 1-3 years of experience in Customer Service, Contact Center, Back Office, Social Media Customer Service or similar roles is desirable.
• Excellent written and verbal communication skills.
• Intermediate Excel knowledge.
• Experience with or ability to quickly learn CRM, ticketing systems and multiple digital platforms.
• Strong case management, organization, attention to detail and follow-up skills.
• Ability to manage high volumes of cases and multiple priorities simultaneously.
• Customer-oriented, empathetic and professional approach.
• Proactive attitude and ability to take ownership of assigned cases.
• Ability to identify when a situation requires escalation or support from another area.

Responsibilities

• Handle customer inquiries, complaints and claims through inbound and outbound phone calls, WhatsApp, emails, social media and web forms.
• Create, classify, document and continuously update tickets and customer cases in CRM/internal systems.
• Take ownership of assigned cases and ensure consistent follow-up until resolution, including cases requiring coordination with multiple areas.
• Coordinate with authorized dealers and internal departments to obtain information and move cases forward.
• Escalate complex, sensitive or non-standard cases when required, while maintaining follow-up until resolution.
• Ensure customers receive clear, accurate and timely updates throughout the process.
• Monitor pending cases, response times and required actions, identifying delays or lack of response.
• Collect, organize and validate information for Customer Service reports, KPIs and operational metrics.
• Maintain accurate customer and case information across all systems.
• Identify recurring issues and communicate relevant trends or improvement opportunities to the team.
• Follow established SOPs, escalation procedures and communication standards.

Skills

Customer service

Case management

Multichannel support

Attention to detail

Time management

CRM systems

Excel

Ownership

Communication skills

Education

Bachelor’s degree in Business, Engineering, Communications, or related

Tools

CRM

Ticketing systems

Job description

We are looking for a proactive, organized, customer-oriented and detail-oriented Customer Service Junior Analyst to join our Customer Service / After-Sales team.

This is a hands-on operational role responsible for managing customer interactions across multiple channels, creating and managing cases, coordinating with dealers and internal departments, and following assigned cases from initial contact through resolution.

Key Responsibilities

• Handle customer inquiries, complaints and claims through inbound and outbound phone calls, WhatsApp, emails, social media and web forms.
• Create, classify, document and continuously update tickets and customer cases in CRM/internal systems.
• Take ownership of assigned cases and ensure consistent follow-up until resolution, including cases requiring coordination with multiple areas.
• Coordinate with authorized dealers and internal departments to obtain information and move cases forward.
• Escalate complex, sensitive or non-standard cases when required, while maintaining follow-up until resolution.
• Ensure customers receive clear, accurate and timely updates throughout the process.
• Monitor pending cases, response times and required actions, identifying delays or lack of response.
• Collect, organize and validate information for Customer Service reports, KPIs and operational metrics.
• Maintain accurate customer and case information across all systems.
• Identify recurring issues and communicate relevant trends or improvement opportunities to the team.
• Follow established SOPs, escalation procedures and communication standards.

Requirements

• Bachelor’s degree (Business, Engineering, Communications, or related) or currently pursuing a degree in these fields.
• 1-3 years of experience in Customer Service, Contact Center, Back Office, Social Media Customer Service or similar roles is desirable.
• Excellent written and verbal communication skills.
• Intermediate Excel knowledge.
• Experience with or ability to quickly learn CRM, ticketing systems and multiple digital platforms.
• Strong case management, organization, attention to detail and follow-up skills.
• Ability to manage high volumes of cases and multiple priorities simultaneously.
• Customer-oriented, empathetic and professional approach.
• Proactive attitude and ability to take ownership of assigned cases.
• Ability to identify when a situation requires escalation or support from another area.

Ideal Profile

We are looking for someone who is responsible, proactive, organized and comfortable working in a fast-paced environment.

The ideal candidate does not simply receive and forward a request: they take ownership, investigate, coordinate, follow up, keep the customer informed and make sure the case moves forward until resolution.

Strong communication, problem-solving, attention to detail and consistent follow-up are essential for this position.

Experience in the automotive, technology, mobility, retail or service industries is a plus.

English – Mandatory

Intermediate English is mandatory. The candidate must be able to read, write and communicate in English in a professional environment.