Customer Experience Representative (SYD)

BYD Automotive; Sydney; On-site; AUD 55,000 - 75,000; Full time

Job summary

BYD Australia is seeking a Customer Experience Representative to be the first point of contact for customers in NSW, Sydney. The role is full-time and onsite, requiring five days on location, with responsibilities spanning inquiries, complaints, and ensuring a positive brand experience.

You will manage tickets, collaborate with various teams, and build strong customer relationships while maintaining confidentiality and adhering to security standards.

Qualifications

• 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 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.

Responsibilities

• Handle customer inquiries, complaints, feedback & suggestions via phone, online chat-box, website message box, emails, social media and other channels with professionalism and efficiency.
• Create tickets and handle tickets assigned until the case is closed; collaborate cross-functionally to resolve issues.
• Provide timely responses on platforms, mediate where needed, and ensure closed-loop processing per procedures.
• Establish positive relationships with customers through high-quality service and provide reasonable solutions to improve satisfaction.
• Monitor customer needs, escalate concerns to relevant departments, and ensure accurate documentation of interactions.
• Safeguard customer information and maintain confidentiality per regulatory security standards.

Skills

Communication skills

Customer service

Problem solving

Time management

Multitasking

Independent work

Team player

Adaptability

Professional ethics

Tools

MS Word

Excel

PowerPoint

Teams

SharePoint

Outlook

Job description

Customer Experience Representative (SYD)

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. Below is the key responsibilities if this fit your skills and experience.

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 escalated their 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.