Customer Care Centre Manager

BYD Australia & New Zealand; City of Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

A high-tech energy solutions provider in Melbourne is seeking a Customer Care Centre Manager. This role involves managing the call centre team, optimizing service delivery, and enhancing overall customer service quality. Candidates should have a Bachelor’s degree and a minimum of 2 years in customer service leadership. This position offers an opportunity to work in a rapidly expanding company with a supportive environment.

Qualifications

• Minimum of 2 years’ experience as an agent supervisor or in a related customer service leadership role.
• Excellent cross-team communication and resource-integration skills.
• Strong customer-centric mindset and a focus on customer experience.
• Excellent cross‑team communication and resource‑integration skills, with the ability to drive the implementation of complex projects.
• Strong customer‑centric mindset, high sensitivity to customer needs, and a focus on customer experience; willing to explore and adopt new service models.
• Familiarity with customer service operation systems, with capabilities in service design and innovation.

Responsibilities

• Manage the call centre team and ensure adherence to service standards.
• Supervise daily operations and optimize service models.
• Coordinate major customer complaints and formulate response strategies.
• Continuously optimise service models, processes, and standards to enhance quality, capacity, and customer satisfaction.
• Coordinate and handle major customer complaints and crisis events, formulating response strategies and communicating promptly with relevant departments.

Skills

Cross-team communication

Customer-centric mindset

Strong alignment with corporate culture

Stakeholder collaboration

Process improvement

Education

Bachelor’s degree or higher

Job description

Join to apply for the Customer Care Centre Manager role at BYD Australia & New Zealand.

BYD is a high‑tech company dedicated to technological innovations for a better life, providing zero‑emission energy solutions. As a leading battery‑electric zero‑emission vehicle (ZEV) manufacturer, BYD offers a range of battery‑electric, hybrid‑electric, and internal combustion vehicles, focusing on intelligent and connected designs.

About the Role

Based in BYD’s Melbourne office in Mulgrave, the Customer Care Centre Manager is responsible for effectively managing the call centre team, continuously improving customer service processes, and analysing customer needs and market trends to support optimal service delivery. The role establishes and maintains customer service standards to monitor and enhance overall service quality.

Key Responsibilities

• Manage the call centre team, including recruitment, onboarding, training, performance assessment, and motivation.
• Supervise daily operations to ensure adherence to company service standards and procedures.
• Analyse and summarise customer complaints regularly, providing feedback to senior management and relevant departments.
• Continuously optimise service models, processes, and standards to enhance quality, capacity, and customer satisfaction.
• Coordinate and handle major customer complaints and crisis events, formulating response strategies and communicating promptly with relevant departments.

Qualifications & Experience

• Bachelor’s degree or higher (no specific major required).
• Minimum of 2 years’ experience as an agent supervisor or in a related customer service leadership role.
• Strong alignment with corporate culture and high professional loyalty.
• Excellent cross‑team communication and resource‑integration skills, with the ability to drive the implementation of complex projects.
• Strong customer‑centric mindset, high sensitivity to customer needs, and a focus on customer experience; willing to explore and adopt new service models.
• Familiarity with customer service operation systems, with capabilities in service design and innovation.

If you believe you are a good fit for the role, please click APPLY and submit your updated resume.

BYD Australia is expanding rapidly with many opportunities. If you are ready to make the most of what you’ve learned, be challenged, work with industry leaders, and join a supportive, vibrant team, BYD is ready for you.

Location: Mulgrave, Melbourne, Victoria, Australia.