Customer Experience Specialist

This role is responsible for establishing customer service experience process, implementation and monitoring compliance. This key role focuses on uplifting the BYD Customer journey, making it unique from other brands

Roles and Responsibilities:

• Customer Journey Mapping and Establishment: Develop a comprehensive customer journey map from the point of sales to aftersales, defining key touchpoints and customer interactions throughout the journey, and establishing clear processes and protocols for each stage.
• Implementation of Customer Journey: Work with dealers to implement the established customer journey processes, provide training and support to dealer staff on customer service best practices and procedures, and ensure all customer touchpoints are aligned with BYD’s brand values and service standards.
• Monitoring Compliance: Develop and implement monitoring tools and metrics to track dealer compliance with the established customer journey, conduct regular audits and assessments of dealer performance, and create and distribute compliance reports to senior management and dealer principals.
• Corrective Actions: Identify areas of non-compliance or underperformance, develop and implement corrective action plans for dealers failing to meet customer service standards, and provide continuous support and follow-up to ensure corrective actions are effectively implemented.
• Reporting and Documentation: Maintain detailed records of all customer interactions, compliance audits, and corrective actions, prepare and present regular reports on customer service performance and dealer compliance, and ensure all documentation is up-to-date and easily accessible for reference
• Handling Escalated Customer Concern: Serve as the primary point of contact for escalated customer issues, investigate and resolve complex customer complaints in a timely and professional manner, and maintain detailed records of escalated issues and resolutions.

Scope:

• Financial Accountability (Revenue, Budget, Asset Management)
• People Management Accountability (Hiring, Coaching, Scheduling / Delegating work, Performance Management)
• Scope of Responsibility (Individual Contributor, Responsible for single / multiple section/s, department/s, division/s)

Qualifications:

• College graduate: Business, HRM
• Preferably automotive if not has experience in customer handling roles and business process analysis
• Dealer Operations
• Customer handling
• Basic MS Office Software

Please refer to job description.