PL - Aftersales Customer Experience and Training Administration Specialist

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:

Customer Experience Management

• Analyzing NPS survey results, customer complaints and compliments (Facebook, Google Review, Infoline)
• Designing and optimizing the customer journey in the service area.
• Developing and implementing measures to improve the quality of after-sales service
• Preparing reports and recommendations for management and the dealer network.
• Implementing CX procedures in the dealer network.
• Creating training materials and process instructions

Cooperation with the dealer network

• Supporting dealers in improving customer service quality.
• Consultations and coaching on CX standards.
• Audits of after-sales service processes.
• Monitoring compliance with importer/brand guidelines.

Training process administration

• LMS / training platform administration
• Registration of participants for training courses.
• Training calendar management.
• Monitoring attendance and completion of training courses.
• Archiving of training documentation.
• Organization of classroom and online training courses
• Certification and qualification support
• Reporting and analysis

Support for the implementation of

• New training programs,
• Onboarding programs.

We Offer:

• Competitive remuneration based on performance and experience.
• Opportunities for department and company-wide team building events.
• A chance to contribute to the transition towards zero-emission transportation and the decarbonization of the economy.

Location: Poland
Type of Employment: Full-time