Customer Experience Representative (SYD)

Sercanto; 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, responding to inquiries, resolving issues, and ensuring a positive experience at every interaction. The role is based in NSW Sydney and requires five days onsite.

You will manage tickets, provide timely responses, build rapport over phone and online channels, and collaborate with cross-functional teams to improve service quality while protecting customer data.

Qualifications

• Minimum 1 year experience in customer service or call center.
• Customer-first mindset with proactive problem-solving.
• Excellent communication and listening skills.
• Ability to work independently and as part of a team.
• Strong time management and multitasking abilities.
• Experience in automotive or luxury retail is a plus.
• Australian work rights without visa restrictions.
• Proficient in MS Word, Excel, PowerPoint, Teams, SharePoint, and Outlook.

Responsibilities

• Handle customer inquiries and complaints via phone, chat, email, and social media.
• Create and manage tickets, ensuring timely resolution and closure.
• Build rapport with customers and maintain high service quality.
• Document interactions accurately and share feedback with relevant teams.
• Protect customer data and comply with security standards.

Skills

Customer service

Call center experience

Communication skills

Problem-solving

Time management

Teamwork

Attention to detail

Ethics & confidentiality

Tools

MS Word

Excel

PowerPoint

Teams

SharePoint

Outlook

Job description

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 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.