At a Glance
- Tasks: Manage complex customer complaints and drive improvements across the business.
- Company: Join BYD, a leader in Australia's electric vehicle revolution.
- Benefits: Collaborative team, career growth, and employee discounts.
- Other info: Opportunity to influence executive decisions and enhance customer experiences.
- Why this job: Be a key player in shaping the future of mobility.
- Qualifications: Experience in customer service and managing escalated issues.
The predicted salary is between 90000 - 110000 $ per year.
- BYD National Customer Resolutions Manager
- BYD National Customer Resolutions Manager
BYD | EV Dealer Group is at the forefront of Australia's electric vehicle revolution, representing one of the world's fastest-growing automotive brands.
We are seeking an experienced and customer-focused
National Customer Resolutions Manager to join our team.
This is a unique opportunity to play a critical role in protecting and enhancing the customer experience, acting as the highest point of escalation for complex customer concerns while driving meaningful improvements across the business.
Reporting to the EVDealer Group Chief Operating Officer, you will be responsible for managing escalated and high-profile customer complaints and developing robust resolution strategies that strengthen customer trust, brand reputation, and operational excellence.
About the Role
As the EVDealer Group National Customer Resolutions Manager, you will take ownership of complex and escalated customer matters across product, service and delivery channels.
Working closely with technical, aftersales, legal, product and operational teams, you will ensure resolutions are delivered professionally, efficiently and in accordance with consumer law and business standards.
You will also play a key strategic role in identifying trends, uncovering root causes, and partnering with stakeholders to implement improvements that enhance the overall customer journey.
Key Responsibilities
- Own and manage the resolution of complex and escalated customer complaints across product, service, and delivery channels.
- Collaborate with internal departments (technical, legal, aftersales, product, etc.) to investigate and resolve customer concerns swiftly and effectively.
- Develop and implement escalation management frameworks and protocols.
- Monitor trends in complaints to identify root causes and work with relevant departments to implement corrective actions.
- Act as a customer advocate at the executive level, providing insight and recommendations to the COO and leadership team.
- Report monthly and quarterly KPIs, customer sentiment analysis, and resolution effectiveness to the COO.
- Ensure compliance with consumer law, industry standards, and company policies in all resolution processes.
About You
- Prior experience in a senior customer service, complaints resolution, or customer experience role.
- Proven track record of managing escalated and high-profile customer issues in complex or regulated environments.
- Experience working cross-functionally with legal, technical, product, and service teams to resolve multifaceted customer issues.
- Background in using data and customer insights to inform business decisions and service improvements.
- Demonstrated ability to work with and influence executive stakeholders.
- Strong knowledge of regulatory frameworks and consumer law compliance (e. g., fair trading, consumer rights)
Why Join Us?
We're helping shape the future of mobility.
We have currently over 100 dealerships across Australia.
This is an opportunity to join one of the world's fastest-growing automotive brands and play a pivotal role.
We offer
- A collaborative and supportive team environment
- Career development and growth opportunities
- Access to employee benefits and discounts across the Eagers Automotive network
Ready to Make an Impact?
If you're passionate about customer advocacy, problem-solving and driving meaningful change, we'd love to hear from you.
#J-18808-Ljbffr
BYD National Customer Resolutions Manager in Brisbane employer: Eagers Automotive
BYD Aspley is an exceptional employer at the forefront of Australia's electric vehicle revolution, offering a dynamic work environment where innovation and customer satisfaction are paramount. With a strong focus on employee development, you will benefit from ongoing leadership training and career progression opportunities, all while enjoying exclusive discounts and flexible salary packaging options. Join a supportive team that values collaboration and is dedicated to shaping the future of mobility in a rapidly growing industry.
