Business Support Specialist

1 week ago

Macquarie Park, Australia BYD Australia Full time

**About BYD**

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**

Reporting to the Customer Care Manager, the Business Support Specialist at BYD, will work from the Head Office to support the in-house Customer Care Centre, driving operational efficiency, service quality, and customer satisfaction.

**Main responsibilities**
- Conduct quality inspections of the Customer Care team, including random monitoring of call recordings and handling appeals related to recorded interactions.
- Calculate monthly KPI scores and regularly report quality inspection results.
- Analyze, categorize, and summarize complaints related to Customer Experience Representative interactions.
- Develop training materials and support coaching initiatives to address performance gaps identified through quality monitoring.
- Ensure compliance with established processes, procedures, and controls, and drive continuous improvement based on audit findings.
- Prepare regular operational and Voice of Customer (VOC) analysis reports for the Customer Care Centre.
- Compile and distribute monthly data on response and resolution performance across business departments.
- Coordinate with departments to verify policy and product information, create structured scripts, and distribute content to the call center. Maintain and update the knowledge management documentation.
- Assist in developing a training plan and support its implementation to ensure smooth execution. Contribute to the development and delivery of training courses to relevant teams, and provide support for all tasks before, during, and after training in line with business processes.
- Assist with the usage of Intelligent Customer Service System, including user feedback collection, user account set-up and maintenance, system configuration management, etc.

**Key requirements**:

- A bachelor’s degree or higher.
- Proficient in cross-functional collaboration and capable of driving complex project implementation.
- Strong analytical skills and efficiency in generating reports and plans.
- High attention to detail and accuracy.
- Strong communication skills, both verbal and written.
- Proven computer literacy with a good knowledge of MS Word, Excel, PowerPoint, Teams, SharePoint, and Outlook.
- Ability to work independently and as part of a team in a dynamic environment.
- Excellent time management and multi-tasking skills, able to prioritize tasks.
- Flexible and adaptable to changing workloads.
- Previous experience in the automotive industry in customer service, and sales role would be highly regarded.

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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