Hoofddorp
As the first overseas subsidiary of BYD group, our main focus is to provide European customers with new energy vehicles, rechargeable batteries, solar panels, energy storage systems and other new energy products, as well as related after-sales services.
About the Department:
The BYD After sales Customer Care & Development Department ensures to deliver excellent customer service experiences across all customer touchpoints, optimizes the customer journey and enhances customer experience through digital platforms, call center, roadside assistance services, user app management and marketing content in line with European corporate and consumer protection standards. Focused on ensuring customer satisfaction and loyalty, we are now looking for a Customer Care Operations Manager to manage the future in house call center in Customer Care Division. This role will be vital in overseeing the entire operations of the call center.
As Customer Care Operations Manager you will:
- 1.Oversee the end-to-end customer service processes, ensuring efficiency and effectiveness.
2. Manage customer support teams and optimize agents workload planning and workflows to ensure prompt resolution of customer issues.
3. Monitor key performance indicators (KPIs) related to customer service, such as response times, resolution times, and customer satisfaction.
4. Implement automation and system improvements to streamline operations.
- 5. Ensure compliance with data protection rules and other legal regulations.
- 6.Assume responsibility for budgeting and tracking expenses.Determine call center operational strategies by conducting exercises like performance reviews, capacity planning, and needs assessment.
- At least 10 years of experience in call center start up management and setting. Preferably with experience in automotive industry.
2. Experienced in promotion from call center floor into management roles.
3. Background in automotive industries. Strong leadership and team management skills.
4. Excellent communication and interpersonal abilities.
5. In-depth understanding of call center technologies and processes)
- 6. Bachelor’s degree in business administration, management, or a related field.
- 7. Fluent in English (Chinese is proficiency is desirable)
We offer:
- Performance and experience-based competitive remuneration, pension plan.
- 25 holidays + option to purchase 5 extra holidays.
- Commuting allowance.
- Department & company-wide teambuilding events.
- An exciting opportunity to lead the European transition to Zero Emissions transportation and de-carbonization of the economy.
Our Purpose is to build a zero-emission future that reconnects humanity with nature and a World of clean air. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team
