Customer Experience Officer (BYD Cars Philippines)

Horizon Auto Services Inc.; Legazpi; On-site; PHP 223,000 - 357,000; Full time

Job summary

Horizon Auto Services Inc. seeks a Customer Experience Officer to ensure a smooth, professional customer journey across Sales or Aftersales at BYD dealerships in the Philippines.

You will engage with customers, coordinate with the respective team, gather feedback, and support timely resolution of concerns to drive satisfaction and loyalty within our dealership network.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or related field.
• Experience in customer service, customer experience, sales, automotive, hospitality, retail, or other customer-facing roles is an advantage.
• Strong communication and interpersonal skills.
• Customer-focused with a positive and professional attitude.

Responsibilities

• Welcome and assist customers in a professional and friendly manner.
• Ensure customers receive timely assistance and clear information throughout their journey.
• Monitor and follow up on customer inquiries, concerns, and requests.
• Gather and document customer feedback, comments, and suggestions.
• Conduct customer satisfaction surveys and follow up on feedback when necessary.
• Coordinate with the assigned Sales or Aftersales team to address customer concerns and ensure timely resolution.
• Monitor customer concerns and ensure appropriate actions are taken within the expected timeframe.
• Maintain accurate records of customer interactions, feedback, concerns, and resolutions.
• Assist in monitoring customer satisfaction and identifying areas for improvement.
• Help ensure that customer experience standards and company procedures are consistently followed.
• Build positive relationships with customers and promote customer retention and loyalty.
• Coordinate with other departments when customer concerns require further assistance.
• Prepare customer experience reports and provide relevant updates to Management.
• Identify recurring customer concerns and recommend improvements to processes and customer service.
• Support customer events, dealership activities, product launches, and other initiatives as needed.
• Perform other duties that may be assigned by Management from time to time.

Skills

Communication

Interpersonal skills

Problem solving

Detail orientation

Organizational skills

Microsoft Office

Education

Bachelor's degree in Business Administration, Marketing, Communications, Hospitality Management, or related field

Tools

Microsoft Office

Job description

Drive Your Career with BYD!

Be part of one of the world's leading electric vehicle brands and join a growing dealership network in the Philippines.

We are looking for a Customer Experience Officer who will help ensure that every customer receives a smooth, professional, and positive experience throughout their journey with BYD.

The successful candidate will be assigned to either Sales or Aftersales, depending on the needs of the branch. The role will focus on customer engagement, service quality, feedback, and coordination with the respective team to ensure customer concerns are addressed promptly and professionally.

About the Role

The Customer Experience Officer serves as a key point of contact for customers and helps ensure that customer experience standards are consistently maintained.

For Sales, the role will focus on the customer's experience throughout the vehicle purchase journey, from initial inquiry to vehicle release.

For Aftersales, the role will focus on the customer's service experience, including service visits, follow-ups, feedback, and resolution of concerns.

Key Responsibilities

• Welcome and assist customers in a professional and friendly manner.

• Ensure customers receive timely assistance and clear information throughout their journey.

• Monitor and follow up on customer inquiries, concerns, and requests.

• Gather and document customer feedback, comments, and suggestions.

• Conduct customer satisfaction surveys and follow up on feedback when necessary.

• Coordinate with the assigned Sales or Aftersales team to address customer concerns and ensure timely resolution.

• Monitor customer concerns and ensure appropriate actions are taken within the expected timeframe.

• Maintain accurate records of customer interactions, feedback, concerns, and resolutions.

• Assist in monitoring customer satisfaction and identifying areas for improvement.

• Help ensure that customer experience standards and company procedures are consistently followed.

• Build positive relationships with customers and promote customer retention and loyalty.

• Coordinate with other departments when customer concerns require further assistance.

• Prepare customer experience reports and provide relevant updates to Management.

• Identify recurring customer concerns and recommend improvements to processes and customer service.

• Support customer events, dealership activities, product launches, and other initiatives as needed.

• Perform other duties that may be assigned by Management from time to time.

Qualifications

• Bachelor's Degree in Business Administration, Marketing, Communications, Hospitality Management, or any related field.

• Experience in customer service, customer experience, sales, automotive, hospitality, retail, or other customer-facing roles is an advantage.

• Strong communication and interpersonal skills.

• Customer-focused with a positive and professional attitude.

• Good problem-solving and conflict-resolution skills.

• Strong attention to detail and follow-up skills.

• Able to communicate effectively with customers and internal teams.

• Organized and able to manage multiple customer concerns and requests.

• Proficient in Microsoft Office applications.

• Experience handling customer feedback, surveys, or customer satisfaction programs is an advantage.

• Willing to work on a six (6)-day workweek.

Why Join Us?

• Be part of one of the world's leading electric vehicle brands.

• Join a growing automotive dealership network in the Philippines.

• Gain experience in customer experience and automotive operations.

• Opportunities for career growth and professional development.

• Work with Sales or Aftersales teams and gain valuable dealership experience.

• Dynamic, collaborative, and customer-focused work environment.

• Be part of a team shaping the future of mobility in the Philippines.

Company Profile

Horizon Auto Services Inc. (HASI) is an authorized distributor and dealership partner of BYD Cars Philippines, committed to delivering innovative, sustainable, and customer-focused automotive solutions across the country.

As part of a growing dealership network, HASI operates strategically located branches in Metro Manila (Alabang and Las Piñas), Bicol Region (Camarines Sur and Legazpi, Albay), and Central Visayas (Tagbilaran, Bohol).

We provide comprehensive automotive services, including vehicle sales, aftersales service, genuine parts, and customer support, while upholding high standards of quality and operational excellence.

Driven by innovation, integrity, and people development, HASI fosters a collaborative and performance-oriented work environment where employees are empowered to learn, grow, and build their careers.

Join Horizon Auto Services Inc. and be part of a team shaping the future of mobility in the Philippines.