Customer Experience Specialist

ACMobility is looking for a Customer Experience Specialist responsible for designing and implementing a customer journey framework that ensures a seamless and exceptional experience across all dealer touchpoints—from sales to aftersales. The position focuses on uplifting the BYD customer experience , monitoring compliance, and driving continuous improvement to differentiate the brand in the market.

Key Responsibilities

• Develop and establish a comprehensive customer journey map, defining key touchpoints and service standards.
• Implement customer experience processes across dealers and provide training and support to dealer staff.
• Monitor dealer compliance through audits, NPS tracking, and performance assessments; prepare regular reports for management.
• Identify gaps and implement corrective action plans to address non-compliance or underperformance.
• Handle escalated customer concerns, ens...