BYD is a high-tech company devoted to technological innovations for a better life. BYD is dedicated to providing zero-emission energy solutions.
As a leading battery-electric zero-emission vehicle (ZEV) manufacturer, BYD has created a broad range of battery-electric, hybrid-electric, and internal combustion (IC) passenger vehicles. Developing electric vehicles that are intelligent and connected, BYD is inaugurating a new age of automotive innovation featuring a sleek design and an innovative user experience.
About the Role
Based in BYD's Melbourne office in Mulgrave, the Customer Care Centre Manager is responsible for effectively managing the call center team, continuously reviewing and improving customer service processes, and analysing customer needs and market trends to support ongoing service optimisation. This role establishes and maintains customer service standards to monitor and enhance overall service quality.
Key Responsibilities
* Manage the call center team, including recruitment, onboarding training, performance assessment, and motivation of team members.
* Supervise daily operations to ensure that customer service agents adhere to company‑established service standards and procedures.
* Analyse and summarise customer complaints on a regular basis, providing feedback to senior management and relevant departments to identify issues and drive improvements.
* Continuously optimise service models, processes, and standards to enhance service quality, operational capacity, and customer satisfaction.
* Coordinate and handle major customer complaints and crisis events, including formulating response strategies and communicating promptly with relevant departments to resolve issues.
Qualifications & Experience
* Bachelor’s degree or higher (no specific major required).
* Minimum of 2 years’ experience as an agent supervisor or in a related customer service leadership role.
* Strong alignment with corporate culture and high professional loyalty.
* Excellent cross-team communication and resource‑integration skills, with the ability to drive the implementation of complex projects.
* Strong customer‑centric mindset, high sensitivity to customer needs, and a focus on customer experience; willing to explore and adopt new service models.
* Familiarity with customer service operation systems, with capabilities in service design and innovation.
If you believe you are a good fit for the role, please don't hesitate to click on APPLY and submit your updated resume.
BYD Australia is under rapid expansion with plenty more opportunities to arise. If you are ready to make the most of everything you’ve learned so far, be challenged, work together with industry leaders, and be a part of a supportive and vibrant team, then BYD is ready for you.
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