AS Denza Customer Care 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 Automotive GmbH is a leading global electric vehicle manufacturer specializing in innovative, sustainable mobility solutions. As part of the BYD Group, the company focuses on developing cutting-edge electric cars, integrating advanced technology with eco-friendly design to drive the future of transportation. The scope of products spans across all brands of BYD, which fall under the responsibility of BYD Automotive GmbH.

Key Responsibilities:

Premium Customer Engagement & Complaint Resolution

• Deliver personalized, high-touch support across all contact channels (phone, email, chat, social media, app community, etc.), ensuring every interaction meets DENZA’s premium standards.

• Manage and resolve both sales and after-sales cases with transparency, empathy, and urgency.

• Ensure all customer communications are consistent with DENZA’s tone of voice and premium brand identity.

• Record and track all cases through internal systems, providing detailed documentation and proactive updates.

• Collaborate cross-functionally with retail, service, and logistics teams to achieve root-cause resolutions and implement long-term service improvements.

NPS Ownership & Customer Loyalty

• Take full accountability for NPS results within the market—analyzing feedback, identifying key satisfaction drivers, and implementing improvement actions.

• Lead customer delight initiatives that deepen emotional connection, foster loyalty, and enhance overall satisfaction.

• Monitor and interpret customer insights to drive continuous improvements in service delivery and elevate brand perception.

Customer Journey & Experience Enhancement

• Support customers through every stage of their journey—from onboarding and test drives to delivery and after-sales follow-up.

• Represent DENZA as a “brand ambassador”, ensuring every engagement mirrors the quality, elegance, and exclusivity expected from a premium EV marque.

• Participate in experience audits and contribute to the development of new processes that reinforce the luxury ownership journey.

Cross-Market Collaboration & Excellence Development

• Partner with Country teams and Global Customer Care teams to align service standards and uphold a consistent global premium experience.

• Share insights, best practices, and innovations that strengthen DENZA’s global reputation for customer care excellence.

• Contribute actively to the continuous evolution of DENZA’s Customer Care Excellence Framework, supporting the brand’s pursuit of world-class service.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, or a related discipline.

• 5 years of experience in customer service or after-sales—preferably within premium automotive, EV, or luxury brand environments.

• Proven track record of managing complex customer cases with composure and professionalism.

• Strong analytical mindset, with experience in CRM platforms and NPS or VOC (Voice of Customer) analysis.

• Exceptional written and verbal communication skills, with cultural sensitivity and adaptability.

• Fluent in English and German.

• Self-organized with communication skills and an understanding of differences between countries, cultures, regulations. Self-learning, the ability to discover and solve problems.

• Excellent written and verbal communication skills in German language and English is a must.

• High-level attention to details, time management and accuracy. Proficient PowerPoint and presentation skills.

• Must hold a valid driver license for EU and candidates must be eligible to work in Europe.

Why Join Us?

• Opportunity to work in a dynamic and innovative industry.

• Competitive salary and benefits. Exposure to global automotive trends and strategies.

• A collaborative team environment that fosters professional growth.