DENZA Aftersales - Customer care specialist

About BYD
Our Purpose is to build a zero-emission future that reconnects humanity with nature. We are looking for talent that connects with this mission and want to create positive impact by joining a diverse and dynamic team.
BYD is a leading, high-tech multinational, based in Shenzhen, China. Operates in four core fields of IT, automotive, new energy, and rail transit and employs over 300,000 people worldwide. As a global pioneer in New Energy Solutions BYD is dedicated to building a zero-emission ecosystem.
Key Responsibilities

• Premium Customer Engagement & Complaint Resolution
• Deliver personalized, high-touch support across all channels (phone, email, chat, social media, app community).
• Handle and resolve sales and after-sales cases with transparency, empathy, and urgency.
• Ensure all interactions reflect DENZA’s premium tone of voice and brand standards.
• Accurately record, track, and update customer cases in internal systems with proactive follow-up.
• Collaborate with Retail, Service, Parts, and Logistics teams to identify root causes and implement long-term solutions.
• NPS Ownership & Loyalty Development
• Take full responsibility according to the job perimeter for NPS performance in the market.
• Analyze customer feedback, identify key satisfaction drivers, and lead action plans for improvement.
• Develop customer-delight initiatives that strengthen emotional connection and loyalty.
• Use customer insights to continuously elevate service quality and overall brand perception.
• Customer Journey & Experience Enhancement
• Support customers throughout their entire ownership journey, from first contact to aftersales follow-up.
• Represent DENZA as a true brand ambassador, ensuring a premium and refined customer experience.
• Participate in experience audits and contribute to new processes that reinforce the luxury ownership journey.
• Cross-Market Collaboration & Excellence Development
• Work closely with Country and Global Customer Care teams to maintain consistent premium service standards.
• Share insights, best practices, and innovations to strengthen DENZA’s global service excellence.
• Contribute to the development and evolution of the DENZA Customer Care Excellence Framework.
  

Profile
We seek an experienced, polished, and service-driven professional capable of representing a luxury automotive brand with refinement. The ideal candidate combines strong customer care expertise with solid aftersales understanding to deliver a premium, high-quality ownership experience.
Professional Experience & Background:

• 3–5 years of experience in customer-facing roles within luxury automotive brands (Mercedes-Benz, BMW, Audi, Porsche, etc.) or premium sectors (luxury retail, hospitality, concierge, aviation).
• Experience in customer care, aftersales advisory, CRM and customer experience, case management, complaint resolution, delivery/handover roles, NPS/VOC analysis, or retail service operations.
  

Core Competencies :

• Strong ability to manage sensitive or escalated cases with professionalism and empathy.
• Proven experience in aftersales processes: service appointments, follow-up, parts delays, and technical communication.
• Ability to manage VIP and high-value customers with discretion and high service standards.
• Proficiency in multi-channel customer care with high quality of written and oral communication.
• Solid experience with CRM systems, case-management tools, and digital customer platforms.
• Excellent communication skills, high emotional intelligence, and strong attention to detail.
• Fluent in English and the local market language; additional languages are an advantage.
  

Location: Milan
Type of Employment: Full-time
Our goal is to build a zero-emission future that reconnects humanity with nature and a world of clean air. We are looking for talent to join this mission and make a positive impact in a diverse and dynamic world .