Senior Business Support Specialist

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 BYD’s Melbourne office in Mulgrave, this role supports our dynamic Aftersales Team. On offer is a Senior Business Support Specialist position, focus on driving operational efficiency, enhancing service quality, and elevating customer satisfaction. In this role, you will manage customer engagement across various online channels while ensuring all interactions and internal processes align with company standards and KPIs. Your day-to-day responsibilities will include, but are not limited to:

Main Duties/Responsibilities

• Monitor and gather customer comments and feedback across platforms (e.g. Facebook, Instagram, TikTok, LinkedIn, YouTube, RedNote, ProductReview, etc.).
• Respond to negative comments, complaints, inquiries, and commendations professionally and in a timely manner.
• Take ownership of NPS detractors, implementing service recovery actions and long-term improvements.
• Act as the key contact for specific customer escalations and special events, ensuring clear communication and resolution.
• Perform end-to-end case management: create tickets, track progress, and resolve issues through collaboration with relevant internal teams.
• Build and maintain strong customer relationships through consistent, quality support.
• Prepare reports and analysis on customer feedback and interaction trends.
• Maintain accurate and compliant records of all interactions according to company policies.
• Ensure customer data privacy and comply with all regulatory and security protocols.
• Contribute to a collaborative, high-performing, and customer-centric team environment.

Key Requirements

• Diploma or degree in Business or a related field.
• Proven experience in advanced administrative or customer service roles.
• Experience in the automotive industry or in customer complaint management will be highly regarded.
• Highly adaptable with the ability to perform effectively in a fast-paced, dynamic environment.
• Strong problem-solving skills with a proactive approach to managing complex issues.
• Excellent communication and interpersonal skills, with the ability to collaborate cross-functionally.
• Strong organizational and time management skills; able to handle multiple priorities.
• Fluent in both written and spoken English.
• Proficient in Microsoft Word, Excel, PowerPoint, Teams, SharePoint, and Outlook.
• Holds full Australian working rights (no visa restrictions).

If you believe you are a good fit for the role, please don't hesitate to click on APPLY and submit your updated resume.

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.