Customer Experience Representative (SYD)

BYD Australia Pty Ltd; Sydney; On-site; AUD 60,000 - 76,000; Full time

Job summary

BYD Australia Pty Ltd in Sydney is seeking a Customer Experience Representative to be the first point of contact for customers, respond to inquiries, resolve issues, and uphold a positive brand experience. The role is based in NSW Sydney Office and requires five days onsite.

The position involves handling inquiries across multiple channels, creating and tracking tickets, and collaborating with cross-functional teams to ensure complete, accurate documentation and high-quality service.

Qualifications

• 1+ year experience in a call center or customer-facing role, preferably in automotive.
• Customer-first attitude with proactive problem-solving.
• Strong communication and time-management skills.
• Full working rights with no visa restrictions.

Responsibilities

• Handle customer inquiries, complaints, feedback & suggestions via phone, chat, email, and social channels with professionalism.
• Create and manage tickets; ensure closed-loop resolution and cross-functional collaboration.
• Establish good relationships and provide high-quality service to improve customer satisfaction.
• Document interactions accurately and escalate issues as needed to relevant departments.
• Protect customer information and adhere to privacy and security standards.

Skills

Customer service

Communication

Problem-solving

Time management

Team player

Adaptability

Tools

MS Word

MS Excel

PowerPoint

MS Teams

SharePoint

Outlook

Job description

About BYD

BYD is a high-tech company devoted to technological innovations for a better life. BYD is dedicated to providing zero-emission energy solutions.

As a leading battery-electric zero-emission vehicle (ZEV) manufacturer, BYD has created a broad range of battery-electric, hybrid-electric, and internal combustion (IC) passenger vehicles. Developing electric vehicles that are intelligent and connected, BYD is inaugurating a new age of automotive innovation featuring a sleek design and an innovative user experience.

About the Role

As a Customer Experience Representative, you'll be the first point of contact for our customers responding to inquiries, resolving issues, and ensuring a smooth, positive experience at every interaction. Your role is key to building trust and loyalty with our clients while representing our brand with professionalism and care. This role based in our NSW Sydney Office and it is required to work five days onsite.

Location: NSW, Sydney
Work Arrangement: Full-time, 5 days onsite

KEY RESPONSIBILITIES

• Handle customer inquiries, complaints, feedback & suggestions, and commendations received via phone, online chat-box, website message box, emails, social media, owner’s APP, etc. with professionalism and efficiency.
• Create tickets and handle tickets assigned and ensure closed-loop processing until the case is closed. Carry out cross-function collaboration towards a solution. Provide responses on the platform, handle mediation, and ensure a closed-loop process in compliance with established procedures.
• Establish good relationships with customers through high-quality service, provide reasonable solutions to customers, and improve service quality and customer satisfaction.
• Pay attention to customer needs and elevate concerns to relevant departments for follow-up. Ensure accurate documentation and tracking on all customer interactions.
• Safeguard customer information by maintaining confidentiality and ensure adherence to regulatory security standards.

SKILLS & EXPERIENCE

• More than 1 year experience in a similar role in the call center environment and/or in a customer-facing role within automotive, luxury retail, hospitality industries.
• Passionate about delivering exceptional customer service with ‘Customer -first and ‘Can Do’ attitude. Be a positive and proactive problem-solver.
• Strong learning ability, and communication skills.
• Strong sense of responsibility, excellent adaptability, able to work independently handling emergencies as well as a team player.
• Good time management and multi-tasking skills.
• Possess strong professional ethics and strong organizational discipline.
• Previously holding a job in dealerships or in the automotive industry (e.g. receptionist, sales, call center agent) would be preferred.
• Full working rights with no visa restrictions.
• Intermediate computer skills in using MS Word, Excel, PowerPoint, Teams, SharePoint, and Outlook.
• Ability to build rapport over the phone and via online channels.

BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything you’ve learned so far, be challenged, work together with industry leaders, and be a part of a supportive and vibrant team, then BYD is ready for you.