Customer Care Advisor

BYD Europe; Madrid; On-site; EUR 32,000 - 45,000; Full time

Job summary

BYD Europe in Madrid is seeking a customer experience specialist to optimize after-sales operations, ensure parts availability, and drive continuous improvement across the dealer network. You will collaborate with sales, service, and logistics teams, implement processes, manage CRM communications, and be the BYD ambassador in your area.

English and Spanish fluency required, occasional travel. Degree in Administration/Management, knowledge of diagnostics tools and reports, strong organizational,

Qualifications

• Degree in Administration, Management, or Accounting.
• Extensive knowledge of diagnosis tools and reports.
• Organization, rigor, and autonomy.
• Discretion and confidentiality.
• Dynamism, responsiveness, and initiative.
• Listening and strength of proposal.
• Automotive background is a plus.
• Ability to work with different departments and people, outstanding communication skills.
• Customer focus.
• Result driven.
• Proficiency with Microsoft Office (Excel, PowerPoint).
• Fluent in English and Spanish.

Responsibilities

• Identify and implement operational processes and systems to deliver exemplary service to dealers and customers.
• Facilitate third party parts depot projects including startup and launch, and support regional capabilities.
• Identify and implement initiatives for tactical optimization of daily operations and processes for transport, warehouse, or service center capacity.
• Ensure compliance with national regulations and required reporting related to parts to local authorities.
• Collaborate with internal teams, partners, and service providers to optimize customer communication and parts availability planning.
• Work with sales and service operations on resource planning, forecasting, inventory, and supply chain management.
• Deliver a customer-centric experience and seamless support across digital and physical touchpoints.
• Use customer feedback to continually improve BYD customer service.
• Document customer updates using the CRM and maintain clean data.
• Occasional business trips and BYD ambassador duties in the area.

Skills

Communication skills

Customer focus

Result oriented

Team collaboration

Organizational skills

Education

Degree in Administration/Management/Accounting

Tools

MS Office (Excel, PowerPoint)

Job description

Who We Are

BYD Group is a leading, high-tech multinational company based in Shenzhen, China. Operating in four core fields: IT, automotive, new energy, and rail transit, BYD employs over 300,000 people worldwide.

At BYD Iberia, we are redefining the future of mobility. As part of the world's leading New Energy Vehicle company, we are committed to building a sustainable, zero-emission future where technology and nature coexist in harmony.

Your Mission

Your mission is to deliver an outstanding customer experience by optimizing after-sales operations, ensuring parts availability, and improving processes across BYD’s dealer network, while driving customer satisfaction, operational efficiency, and continuous improvement.

What You'll Be Doing

• Identify, and implement operational processes and systems required to deliver exemplary service to dealers and customers.

• Facilitate third party parts depot projects including the startup and launch, determine regional gaps in operating capabilities and support internal stakeholders.

• Identify and implement initiatives for tactical optimization of daily operations, process, and systems for efficiency of transport, warehouse, or service center capacity.

• Support and cooperate with other internal departments and legal resources to ensure that national legislations are met and required reporting concerning parts and accessories to local authorities is submitted punctually.

• Work closely with internal teams, partners, and different service providers to optimize customer communication, process flow and parts availability planning with the app and CRM.

• Partner with sales and service operations in resource planning and process execution, regarding sales forecasting, inventory level and supply chain management.

• Drive a customer-centric approach and deliver a unique customer experience and support that is seamless and effortless.

• Utilize customer feedback to continually self-improve the service provided to BYD customers.

• Understand customer & market trends and anticipate customer expectations within BYD and its competitors.

• Provide feedback, and share insights with internal stakeholders to improve the customer experience.

• Document customer updates through their journey, using CRM platform, with ensuring up-to-date, clean data capture.

• Be the main point of contact, for the customer, across digital and physical touchpoints through different channels (incoming & outgoing)

• Permanently seek for process improvements.

• Occasional business trips to be expected.

• Be the BYD ambassador in your area of responsibility.

What You Bring

• Degree in Administration, Management, accounting.

• Extensive knowledge of diagnosis tools and reports.

• Organization, rigor, and autonomy.

• Discretion and confidentiality.

• Dynamism, responsiveness, and initiative.

• Listening and strength of proposal.

• Automotive background must be a plus.

• Ability to work with different departments and characters, outstanding communication skills.

• Customer focus.

• Result driven.

• Confident in working with Microsoft Office suite (Excel, Powerpoint)

• Fluent in English (oral, writing, speaking) & Spanish.

Why Join Us

• Job in a fast-growing company and industry which represents sustainable technology;

• Performance and experience based competitive remuneration, commuting allowance;

• Team building events and employee learning opportunities.

Our Purpose is to build a zero-emission future that reconnects humanity with nature and a World of clean air. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team