Customer Excellence Specialist (Quality Assurance Team)

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 in our Mulgrave office within the Quality Assurance Division, this role will report directly to a regional leader based in China.

As a Customer Excellence Specialist, you will turn dealer service data into clear insights that support improvements in service quality, customer experience and dealer network standards across Australia.

You will work closely with local sales teams and regional stakeholders to develop and maintain data analytics frameworks that support business decisions and performance improvement.

This is a fixed-term contract position with the potential to transition to a permanent role.

Key responsibilities:

• Collect, clean and analyse data related to dealer service performance.
• Conduct occasional on-site dealer assessments and mystery shopping visits across Australia.
• Conduct competitor and market analysis to benchmark dealer service performance.
• Develop dashboards and visual reports using BI tools.
• Communicate findings clearly to team members and stakeholders, and prepare engaging presentations.
• Provide actionable insights and recommendations to improve dealer service operations and customer experience.

Key requirements:

• 1-3 years of relevant automotive customer service experience, preferably within an automotive dealership or OEM.
• Strong analytical and problem-solving skills with excellent attention to detail.
• Proficient in Microsoft Word, Excel and PowerPoint.
• Professional proficiency in both English and Mandarin, as the role requires regular communication with local and regional stakeholders across Australia and China.
• Willingness to travel across Australia for dealer visits when required.

What We Offer

• Career growth opportunities within a fast-growing Quality team.
• Business travel throughout Australia and New Zealand, with travel and meal allowances.
• Work for a fast-growing company that stands for innovative and sustainability-driven technology.

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.