Customer care – Customer Care specialist (BYD France)

BYD Europe; Courbevoie; Sur place; EUR 45 000 - 60 000; Plein temps

Résumé du poste

A leading multinational in electric vehicles is seeking a Customer Care Manager in France. This role requires over 5 years of experience in customer service management within the automotive industry and involves key responsibilities of managing customer relationships and complaint resolution. Strong communication skills in French and English are mandatory, and the position offers competitive remuneration and growth opportunities in a zero-emission transition environment.

Prestations

Competitive remuneration based on performance

Opportunities for team building events

Contribution to the zero-emission transportation transition

Qualifications

• 5+ years in customer care/customer service management, preferably in automotive.
• Strong background in complaint management and customer satisfaction analytics.
• Customer-centric mindset with ability to handle pressure.

Responsabilités

• Act as first point of contact for escalated customer complaints.
• Track and analyze customer satisfaction KPIs.
• Collaborate with sales and aftersales teams to ensure consistency in customer journey.

Connaissances

Excellent communication skills (French & English mandatory)

Strong problem-solving abilities

Negotiation skills

Analytical skills (Excel, CRM tools)

Formation

Bachelor's or Master's degree in Business or related field

Outils

CRM tools

Description du poste

About BYD

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

BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.

About BYD France

BYD France is the French National Sales Company of BYD BV Europe and BYD Company Ltd, a China-based company and a leading global supplier of green energy technologies. BYD France offers a range of electric vehicles, including all-electric cars, buses & forklifts. BYD is expanding its operations in France to support a growing portfolio of New Electric Vehicle Passenger car and LCVs projects.

Key Responsibilities

• Customer Relationship Management
• Act as first point of contact for escalated customer complaints.
• Coordinate with dealers, service partners, and BYD Europe to resolve issues quickly and efficiently.
• Ensure clear communication with customers and maintain high service standards.
• Satisfaction Monitoring & Reporting
• Track and analyze customer satisfaction KPIs (NPS, CCR, RSA performance).
• Provide regular reports to BYD France management and BYD Europe.
• Identify trends and propose corrective actions.
• Process & Quality Improvement
• Define and standardize complaint management processes for BYD France.
• Collaborate with sales and aftersales teams to ensure consistency in customer journey.
• Drive improvement projects to enhance customer experience.
• Cross-functional Collaboration
• Work closely with Sales, Aftersales, Technical Support, and RSA partners.
• Support dealer network with training and guidelines on customer care best practices.
• Ensure alignment with European policies and local regulations.

Profile

• Education: Bachelor’s or Master’s degree in Business, Customer Experience, or related field.
• Experience: 5+ years in customer care / customer service management, preferably in automotive or mobility industry.
• Strong background in complaint management, NPS, and customer satisfaction analytics.
• Skills: Excellent communication skills (French & English mandatory, Chinese a plus).
• Strong problem-solving and negotiation abilities.
• Customer-centric mindset with ability to handle pressure.
• Analytical skills (Excel, CRM tools, reporting).

We Offer

• Competitive remuneration based on performance and experience.
• Opportunities for department and company-wide team building events.
• A chance to contribute to the transition towards zero-emission transportation and the decarbonization of the economy.

If you align with our mission and have the skills we need, apply to be our Finance Assistant in France today. Join us in our journey towards a sustainable future!

Location: France
Type of Employment: Full-time