Customer Experience Specialist

We are looking for a Customer Experience Specialist who will play a key role in elevating the BYD customer journeyfrom sales to aftersales. This role ensures that every customer touchpoint reflects BYD's brand values through well-designed processes, consistent implementation, and strong dealer compliance.

What You'll Do:

• Develop and map out the complete customer journey, defining key touchpoints and establishing processes and protocols.
• Work closely with dealers to implement customer journey standards, providing training, guidelines, and best practices.
• Monitor dealer compliance through audits, assessments, and NPS results, while preparing reports for management.
• Drive corrective action plans for dealers with service gaps and ensure continuous improvement.
• Maintain detailed documentation of customer interactions, audits, and performance reports.
• Handle escalated customer concerns, ensuring timely and professional resolution with a 90% monthly close-off rate.

Qualifications:

We are looking for a college graduate ideally with a background in Business or HRM, and preferably with experience in the automotive industry. Candidates with strong customer-handling experience and exposure to business process analysis are highly encouraged to apply. The role requires an understanding of dealer operations, excellent customer-handling skills, and proficiency in basic MS Office applications. This is an individual contributor role with strong coordination across sales, aftersales, and dealer development teams.

Why Join Us

Be part of a fast-growing brand shaping the future of electric mobility and customer experience in the automotive industry.

If you're passionate about delivering exceptional customer journeys and want to make an impact across our dealer network, apply now!