Customer Care Advisor – BYD FRANCE
BYD France is the French National Sales Company of BYD BV Europe and BYD Company Ltd, a China‑based company and a leading global supplier of green energy technologies. BYD France offers a range of electric vehicles, including all‑electric cars, buses & forklift. BYD is expanding its operations in France to support a growing portfolio of new electric vehicle passenger cars and LCV projects.
Key Responsibilities

Act as the first point of contact for escalated customer complaints.
Coordinate with dealers, service partners, and BYD Europe to resolve issues quickly and efficiently.
Ensure clear communication with customers and maintain high service standards.
Track and analyse customer satisfaction KPIs (NPS, CCR, RSA performance).
Provide regular reports to BYD France management and BYD Europe.
Identify trends and propose corrective actions.
Define and standardise complaint‑management processes for BYD France.
Collaborate with sales and aftersales teams to ensure consistency in the customer journey.
Drive improvement projects to enhance customer experience.
Work closely with Sales, Aftersales, Technical Support, and RSA partners.
Support dealer network with training and guidelines on customer‑care best practices.
Ensure alignment with European policies and local regulations.

Profile

Education: Bachelor’s or Master’s degree in Business, Customer Experience, or related field.
5+ years in customer care / customer service management, preferably in automotive or mobility industry.
Strong background in complaint management, NPS, and customer satisfaction analytics.
Excellent communication skills (French & English mandatory, Chinese a plus).
Strong problem‑solving and negotiation abilities.
Customer‑centric mindset with ability to handle pressure.
Analytical skills (Excel, CRM tools, reporting).

Seniority level
Not Applicable
Employment type
Full‑time
Job function
Customer Service
Industries
Motor Vehicle Manufacturing
Boulogne‑Billancourt, Île‑de‑France, France
#J-18808-Ljbffr