Customer Care Specialist - BYD & Denza BeLux

Brussels, Belgium | Full time | Aftersales

At BYD & DENZA, customer care is not simply a service: it is an extension of our brand promise. The Customer Care Specialist embodies the premium values of BYD & DENZA by delivering an exceptional ownership experience at every touchpoint. Acting as the primary contact for our customers, you make sure each interaction reflects refinement, excellence, empathy and efficiency.

Beyond resolving inquiries and concerns, you drive a premium experience, ensuring every customer feels recognized, valued and inspired by the brand. You are instrumental in sustaining high customer satisfaction and raising our Net Promoter Score (NPS) across the market.

Your 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: analyze feedback, identify key satisfaction drivers and implement 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 BYD & 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 premium 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 the global reputation of BYD & DENZA for customer care excellence.

• Contribute actively to the continuous evolution of the BYD & DENZA Customer Care Excellence Framework.

Your profile

• 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 Dutch, French and English.

• Key competencies: Premium mindset, customer-first orientation, ownership and accountability, empathy and emotional intelligence, analytical precision, collaboration in multicultural, cross-functional environments.

Our offer

• Long-term contract