PL - DENZA - Aftersales Customer Care Specialist

Byd Company; Województwo mazowieckie; On-site; PLN 60,000 - 90,000; Full time

Job summary

BYD Europe is seeking an experienced, polished customer care professional to represent the luxury automotive brand in Poland. The role focuses on delivering premium, high-quality ownership experiences across channels, resolving complex cases, and driving NPS and loyalty initiatives.

You will collaborate with Retail, Service, Parts, and Logistics to identify root causes and elevate service standards, ensuring a refined customer journey from first contact through aftersales follow-up.

Qualifications

• 3–5 years in customer-facing roles within luxury brands or premium sectors.
• Experience in customer care, aftersales advisory, CRM and VOC analysis, or retail service operations.
• Experience handling VIP and high-value customers with discretion and high service standards.
• Fluent in English and the local market language; additional languages are an advantage.

Responsibilities

• Deliver premium customer engagement across all channels (phone, email, chat, social media, app community).
• Handle and resolve sales and after-sales cases with transparency, empathy, and urgency.
• Record, track, and update customer cases in internal systems with proactive follow-up.
• Collaborate with Retail, Service, Parts, and Logistics teams to identify root causes and implement long-term solutions.
• Own NPS performance in the market and develop loyalty initiatives.
• Support customers throughout their ownership journey and represent the brand as a premium ambassador.

Skills

Customer care

CRM systems

NPS analysis

VIP customer handling

Multichannel support

Communication skills

Tools

CRM software

Case-management tools

Job description

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.

Key Responsibilities

• Premium Customer Engagement & Complaint Resolution
• Deliver personalized, high-touch support across all channels (phone, email, chat, social media, app community).
• Handle and resolve sales and after-sales cases with transparency, empathy, and urgency.
• Ensure all interactions reflect DENZA's premium tone of voice and brand standards.
• Accurately record, track, and update customer cases in internal systems with proactive follow-up.
• Collaborate with Retail, Service, Parts, and Logistics teams to identify root causes and implement long-term solutions.
• NPS Ownership & Loyalty Development
• Take full responsibility according to the job perimeter for NPS performance in the market.
• Analyze customer feedback, identify key satisfaction drivers, and lead action plans for improvement.
• Develop customer-delight initiatives that strengthen emotional connection and loyalty.
• Use customer insights to continuously elevate service quality and overall brand perception.
• Customer Journey & Experience Enhancement
• Support customers throughout their entire ownership journey, from first contact to aftersales follow-up.
• Represent DENZA as a true brand ambassador, ensuring a premium and refined customer experience.
• Participate in experience audits and contribute to new processes that reinforce the luxury ownership journey.
• Cross-Market Collaboration & Excellence Development
• Work closely with Country and Global Customer Care teams to maintain consistent premium service standards.
• Share insights, best practices, and innovations to strengthen DENZA's global service excellence.
• Contribute to the development and evolution of the DENZA Customer Care Excellence Framework.

Profile

We seek an experienced, polished, and service-driven professional capable of representing a luxury automotive brand with refinement. The ideal candidate combines strong customer care expertise with solid aftersales understanding to deliver a premium, high-quality ownership experience.

Professional Experience & Background:

• 3-5 years of experience in customer-facing roles within luxury automotive brands (Mercedes-Benz, BMW, Audi, Porsche, etc.) or premium sectors (luxury retail, hospitality, concierge, aviation).
• Experience in customer care, aftersales advisory, CRM and customer experience, case management, complaint resolution, delivery/handover roles, NPS/VOC analysis, or retail service operations.

Core Competencies:

• Strong ability to manage sensitive or escalated cases with professionalism and empathy.
• Proven experience in aftersales processes: service appointments, follow-up, parts delays, and technical communication.
• Ability to manage VIP and high-value customers with discretion and high service standards.
• Proficiency in multi-channel customer care with high quality of written and oral communication.
• Solid experience with CRM systems, case-management tools, and digital customer platforms.
• Excellent communication skills, high emotional intelligence, and strong attention to detail.
• Fluent in English and the local market language; additional languages are an advantage.