Customer Care Supervisor

2 weeks ago

Dandenong, 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**

Based 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’ll play an essential role in motivating the team to achieve our KPI objectives, ensure high standards of service quality, while continuously improving service efficiency and team performance by optimizing customer service processes and strategies.

**Main Responsibilities**
- Coordinate daily operations of customer care center business including but not limited to customer inquiries, concerns & complaints, feedback & suggestions and commendations.
- Manage customer experience representative's task allocation, training, and KPI completion activities.
- Manage escalations and enquiries 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 safeguard customer information by maintaining confidentiality.
- Ensure the team adherence to regulatory security standards.

**Skills & Experience**
- Passionate about the automotive industry.
- Over 2 years of experience in a similar leadership role within a call center environment in the automotive, luxury retail, or hospitality industries.
- Demonstrates 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 project implementation.
- Possesses a strong customer-centric mindset, focused on delivering outstanding experiences with a “can-do” attitude and a willingness to explore new service models.
- Tech-savvy with experience in phone management system or customer service operation platforms, with service design and innovation capabilities.
- A positive, proactive problem-solver and solution-seeker.
- Excellent time management and multi-tasking skills, with the ability to plan and prioritize effectively.
- Flexible and adaptable to changing workloads.
- Previous experience in dealerships or automotive industry is highly regarded, but not essential.
- Certificate III in Business, or Diploma level or above in business or a related field would be preferred.

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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