Customer Service Data Analyst

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.

BYD Europe BV located in Schiedam and Hoofddorp, Netherlands is the marketing and sales HQ of BYD Co., Ltd based in Shenzhen, China. BYD Europe BV offers a full line of BYD electric vehicles, including all-electric cars, all-electric buses, and all-electric forklift trucks.

About the department:

The BYD After Sales Customer Care & Development Department ensures to deliver excellent customer service experiences across all customer touchpoints, optimizes the customer journey, and enhances customer experience through digital platforms, call center, roadside assistance services, user app management, and marketing content in line with European corporate and consumer protection standards. Focused on ensuring customer satisfaction and loyalty, we are now looking for a KPI Appraisal Specialist for the Customer Care Division.

About the role:

This role will be vital in assuring data monitoring & reports for Customer Care and the BYD After Sales Service Department. The analyst is responsible for producing operation reports of customer service centers, complaint analysis reports, and customer satisfaction reports. The analyst should also come up with proposals for optimizing the quality of service provided by the agents.

Key Responsibilities:

1. Be responsible for data analysis and operation report production on a daily, weekly, monthly, quarterly, and annual basis.
2. Be responsible for providing VoC (the Voice of the Customer) data analysis.

Main requirements:

• Bachelor's or Master's degree in Business, Marketing, Information Technology, or a related field preferred.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and projects simultaneously.
• Strong analytical and problem-solving abilities.
• Experience in data analysis and creating dashboards is a plus.
• Knowledge of NPS measurement is a plus.
• Proactive, self-motivated, and able to work independently and as part of a team.
• At least 8 years in the same role (Automotive Industry is a plus).

We offer:

• Performance and experience-based competitive remuneration, pension plan;
• 25 holidays + option to purchase 5 extra holidays;
• Commuting allowance;
• Department & company-wide team building events;
• An exciting opportunity to be part of the European transition to Zero Emissions transportation and decarbonization of the economy.