Job Title: Customer Relationship Executive - BYD / Denza
Key Responsibilities:
- Respond promptly and professionally to customer inquiries via phone, email, and chat.
- Provide accurate information about the Automotive products, services, and policies.
- Assist customers with product inquiries, technical support, and warranty claims.
- Troubleshoot and resolve customer issues and complaints in a timely manner.
- Coordinate with internal departments, including sales, marketing, and technical support, to address customer needs effectively.
- Process orders, returns, and exchanges according to company policies and procedures.
- Maintain accurate records of customer interactions and transactions using CRM software.
- Monitor customer satisfaction levels and identify areas for improvement in service delivery.
- Stay up-to-date on product features, industry trends, and competitive offerings.
- Provide feedback to management regarding customer concerns, trends, and opportunities for improvement.
- Conduct and manage customer satisfaction survey including but not limited to post showroom visit/ test drive/delivery customer satisfaction follow up
- Collect, analyze and share useful statistics, market trend and local best practice from retail marketing operations
- Handle unexpected events, such as customer complaints, poor departmental cooperation, etc., to ensure effective implementation of the associated processes.
- Assist sales manager to set the monthly DCC outbound call volume , customer arrival volume, test drive volume to complete the lead generation rate, follow up rate, arrival rate , test drive rate of various indicators statistics and analysis
Qualifications:
- High school diploma or equivalent; bachelor’s degree preferred.
- 2+ years of experience in customer service or related field.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Ability to multitask and prioritize tasks effectively.
- Proficiency in Microsoft Office and CRM software.
- Knowledge of automotive industry and electric vehicles is a plus.
- Fluency in multiple languages is an advantage.
- Prefer candidate who able to start immediately.
Benefits:
- Competitive salary commensurate with experience.
- Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
- Opportunities for career advancement and professional development.
- Dynamic and collaborative work environment with a diverse team of professionals.
