AS Denza Customer Care Specialist

As the first overseas subsidiary of BYD group, our main focus is to provide European customers with new energy vehicles, rechargeable batteries, solar panels, energy storage systems and other new energy products, as well as related after-sales services.About BYDOur 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 Automotive GmbH is a leading global electric vehicle manufacturer specializing in innovative, sustainable mobility solutions. As part of the BYD Group, the company focuses on developing cutting-edge electric cars, integrating advanced technology with eco-friendly design to drive the future of transportation. The scope of products spans across all brands of BYD, which fall under the responsibility of BYD Automotive GmbH.Key Responsibilities:Premium Customer Engagement & Complaint Resolution Deliver personalized, high-touch support across all contact channels (phone, email, chat, social media, app community, etc.), ensuring every interaction meets DENZA’s premium standards. Manage and resolve both sales and after-sales cases with transparency, empathy, and urgency. Ensure all customer communications are consistent with DENZA’s tone of voice and premium brand identity. Record and track all cases through internal systems, providing detailed documentation and proactive updates. Collaborate cross-functionally with retail, service, and logistics teams to achieve root-cause resolutions and implement long-term service improvements. NPS Ownership & Customer Loyalty Take full accountability for NPS results within the market—analyzing feedback, identifying key satisfaction drivers, and implementing improvement actions. Lead customer delight initiatives that deepen emotional connection, foster loyalty, and enhance overall satisfaction. Monitor and interpret customer insights to drive continuous improvements in service delivery and elevate brand perception. Customer Journey & Experience Enhancement Support customers through every stage of their journey—from onboarding and test drives to delivery and after-sales follow-up. Represent DENZA as a “brand ambassador”, ensuring every engagement mirrors the quality, elegance, and exclusivity expected from a premium EV marque. Participate in experience audits and contribute to the development of new processes that reinforce the luxury ownership journey. Cross-Market Collaboration & Excellence Development Partner with Country teams and Global Customer Care teams to align service standards and uphold a consistent global premium experience. Share insights, best practices, and innovations that strengthen DENZA’s global reputation for customer care excellence. Contribute actively to the continuous evolution of DENZA’s Customer Care Excellence Framework, supporting the brand’s pursuit of world-class service. Qualifications: Bachelor’s degree in Business Administration, Communications, or a related discipline. 3–5 years of experience in customer service or after-sales—preferably within premium automotive, EV, or luxury brand environments. Proven track record of managing complex customer cases with composure and professionalism. Strong analytical mindset, with experience in CRM platforms and NPS or VOC (Voice of Customer) analysis. Exceptional written and verbal communication skills, with cultural sensitivity and adaptability. Fluent in English and German. Self-organized with communication skills and an understanding of differences between countries, cultures, regulations. Self-learning, the ability to discover and solve problems. Excellent written and verbal communication skills in German language and English is a must. High-level attention to details, time management and accuracy. Proficient PowerPoint and presentation skills. Must hold a valid driver license for EU and candidates must be eligible to work in Europe. Why Join Us? Opportunity to work in a dynamic and innovative industry. Competitive salary and benefits. Exposure to global automotive trends and strategies. A collaborative team environment that fosters professional growth.