Premium Aftersales Concierge for VIP Car Owners

BYD EUROPE; 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

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.