Customer Care & Development- Aftersales

BYD EUROPE; Hoofddorp; In loco; EUR 42.000 - 65.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive remuneration

Team building events

Contribution to zero-emission mission

Descrizione del lavoro

BYD Europe BV is seeking a Customer Care Specialist in Hoofddorp, Netherlands, to deliver premium ownership experiences for the DENZA brand and manage high-touch customer interactions. You will drive satisfaction, loyalty, and NPS improvements across channels.

The role requires 3-5 years in premium automotive or luxury customer service, fluent Dutch and English, and a client-first mindset. Join a team committed to zero-emission mobility and exceptional service delivery.

Competenze

• Bachelor's degree in Business Administration, Communications, or a related discipline.
• 3-5 years of experience in customer service or after-sales, preferably within premium automotive, EV, or luxury brand environments.
• Proven track record of managing complex customer cases with composure and professionalism.
• Fluency in Dutch and English.

Mansioni

• Deliver personalized, high-touch support across all channels (phone, email, chat, social media, app community).
• Manage and resolve sales and after-sales cases with transparency, empathy and urgency.
• Ensure all communications reflect premium brand tone of voice and identity.
• Record and track cases in internal systems with detailed documentation and proactive updates.
• Collaborate cross-functionally with retail, service, and logistics to achieve root-cause resolutions.

Conoscenze

Fluent Dutch & English

Exceptional communication

Analytical mindset

Formazione

Bachelor's degree in Business Administration, Communications or related

Strumenti

CRM software

Descrizione del lavoro

About BYD

Our Purpose is to

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.

BYD Europe BV located in Hoofddorp, Netherlands. BYD Europe BV offers a full line of BYD electric vehicles, including all-electric cars, all-electric buses, and all-electric forklift trucks.

Role Overview

At DENZA, customer care is not simply a service - it is an extension of our brand promise. The Customer Care Specialist embodies DENZA's premium values by delivering an exceptional ownership experience at every touchpoint. Acting as the primary contact for our customers, this role ensures each interaction reflects refinement, excellence, empathy, and efficiency.

Beyond resolving inquiries and concerns, the Specialist drives premium experience, ensuring that every customer feels recognized, valued, and inspired by the brand. This role is instrumental in sustaining high customer satisfaction and elevating our Net Promoter Score (NPS) across the market.

Key Responsibilities

Premium Customer Engagement & Complaint Resolution

• Deliver personalized, high-touch support across all contact channels (phone, email, chat, social media, app community, etc.), ensuring every interaction meets DENZA’s premium standards.
• Manage and resolve both sales and after-sales cases with transparency, empathy, and urgency.
• Ensure all customer communications are consistent with DENZA’s tone of voice and premium brand identity.
• Record and track all cases through internal systems, providing detailed documentation and proactive updates.
• Collaborate cross-functionally with retail, service, and logistics teams to achieve root-cause resolutions and implement long-term service improvements.

NPS Ownership & Customer Loyalty

Contribute actively to the continuous evolution of DENZA's Customer Care Excellence Framework, supporting the brand’s pursuit of world-class service.

• Take full accountability for NPS results within the market - analyzing feedback, identifying key satisfaction drivers, and implementing improvement actions.
• Lead customer delight initiatives that deepen emotional connection, foster loyalty, and enhance overall satisfaction.
• Monitor and interpret customer insights to drive continuous improvements in service delivery and elevate brand perception.
• Customer Journey & Experience Enhancement
• Support customers through every stage of their journey - from onboarding and test drives to delivery and after-sales follow-up.
• Represent DENZA as a "brand ambassador", ensuring every engagement mirrors the quality, elegance, and exclusivity expected from a premium EV marque.
• Participate in experience audits and contribute to the development of new processes that reinforce the luxury ownership journey.
• Cross-Market Collaboration & Excellence Development
• Partner with Country teams and Global Customer Care teams to align service standards and uphold a consistent global premium experience.
• Share insights, best practices, and innovations that strengthen DENZA's global reputation for customer care excellence.

Skills, Qualifications, and Experience Required

• Qualifications
• Bachelor's degree in Business Administration, Communications, or a related discipline.
• 3-5 years of experience in customer service or after-sales - preferably within premium automotive, EV, or luxury brand environments.
• Proven track record of managing complex customer cases with composure and professionalism.
• Strong analytical mindset, with experience in CRM platforms and NPS or VOC (Voice of Customer) analysis.
• Exceptional written and verbal communication skills, with cultural sensitivity and adaptability.
• Fluent in Dutch and English
• Key Competencies
• Premium Mindset: Deep understanding of premium/luxury customer expectations and the ability to deliver refined, tailored experiences.
• Customer-First Orientation: Genuine passion for delighting customers and creating emotional connections.
• Ownership & Accountability: Commitment to results and continuous improvement.
• Empathy & Emotional Intelligence: Ability to navigate complex interactions with poise and understanding.
• Analytical Precision: Strong attention to detail, with the ability to identify trends and propose actionable insights.
• Collaboration: Effective communicator and team player in multicultural, cross-functional environments.

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.

Join us in our journey towards a sustainable future!

Location: Hoofddorp, Netherlands

Type of Employment: Full-time