Service Quality Engineer

Há 4 dias

Vitória da Conquista, Brasil BYD Tempo inteiro

Job Responsibilities

Conduct analysis of Net Promoter Score (NPS) for both Sales and After-Sales services in the Brazilian market;
identify root causes oflow scores and implement localized solutions aligned with Brazilian consumer expectations for improvement.

Analyze Mystery Shopper performance scores to uncover service gaps, and recommend actionable strategies tailored to Brazilian customer service standards to enhance the overall customer experience.

Handle pre-sales issues related to vehicles and other associated business areas in Brazil, ensuring compliance with local regulations (e.G., PROCON consumer protection norms) and maintaining high customer satisfaction.

Address and resolve after-sales issues, including service-related concerns and support for associated businesses, adhering to Brazilian after-sales service legal requirements and industry best practices.

Lead initiatives to improve dealer service quality in both sales and after-sales channels across Brazil, including localized training, process optimization adapted to Brazilian market operations, and ongoing performance monitoring.

Collaborate with the Brazilian market team to assist in handling social media complaints (e.G., on local platforms like WhatsApp, Instagram) and public opinion management, in line with Brazilian consumer communication preferences.

Conduct regular benchmarking of competitor models and services within the Brazilian market, analyzing local market trends and consumer demands to provide actionable insights that support regional strategic planning.

Job Requirements

Bachelor's degree in Engineering, preferably in Automotive, Mechanical, Industrial, or related fields (recognized by Brazilian educational authorities, e.G., MEC - Ministry of Education).

At least 3 years of experience in the automotive industry or a related field, with a proven track record in the Brazilian market (or international experience adaptable to local operations).

Proficiency in Portuguese (spoken and written) is mandatory;
Mandarin language skills are highly valued and welcomed.

Valid Brazilian driving license (CNH - Carteira Nacional de Habilitação) is required, with no restrictions for professional use.

Proficient in MS Excel, Word, and email tools, with the ability to use them for data analysis and official communication in the Brazilian business context.

Willingness to travel extensively across Brazil (including regional cities) and potentially to other countries as business needs arise.

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