Job Title

About BYDBYD 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 RoleBased at BYD Australia''s Melbourne office, the Customer Care Supervisor leads a team of customer experience representatives, delivering timely, empathetic, and knowledgeable support to both existing and prospective customers.You will play an essential role in motivating the team to achieve KPI objectives, ensure high standards of service quality, and continuously improve service efficiency and team performance by optimizing customer service processes and strategies.Main ResponsibilitiesCoordinate daily operations of the customer care center, including handling customer inquiries, concerns & complaints, feedback & suggestions, and commendations.Manage task allocation, training, and KPI achievement of customer experience representatives.Handle escalations and inquiries from internal and external stakeholders with urgency.Coordinate communication and collaboration with other departments to ensure high-quality and efficient customer service.Monitor the psychological well-being of team members, provide timely counseling and positive guidance, and identify and nurture talent within the team.Ensure the team maintains confidentiality of customer information.Ensure adherence to regulatory security standards.Skills & ExperiencePassionate about the automotive industry.Over 2 years of experience in a similar leadership role within a call center environment, preferably in the automotive, luxury retail, or hospitality industries.Strong leadership skills with the ability to motivate and coach a team to achieve high performance.Proficient in cross-functional collaboration and capable of driving complex projects.Customer-centric mindset with a ''can-do'' attitude and willingness to explore new service models.Tech-savvy with experience in phone management systems or customer service operation platforms, and service design and innovation capabilities.Proactive problem-solver and solution-seeker.Excellent time management and multi-tasking skills, with effective planning and prioritization abilities.Flexible and adaptable to changing workloads.Preferred but not essential: previous experience in dealerships or the automotive industry; Certificate III in Business or higher in business or related fields.If you believe you are a good fit for the role, please click on APPLY and submit your updated resume.BYD Australia is rapidly expanding, offering many opportunities. If you''re ready to leverage your skills, face new challenges, work with industry leaders, and be part of a vibrant team, then BYD is the place for you. #J-18808-Ljbffr