About the Role

We are looking for a Call Center Specialist – Aftersales to provide customer support and manage aftersales cases related to warranties, spare parts, complaints, and service inquiries.

The role also supports the N2 escalation team and coordinates with dealerships and internal departments to ensure timely and effective case resolution.

Key Responsibilities

- Provide telephone support for customer inquiries, requests, and complaints related to Aftersales products and services.
- Manage and follow up on warranty claims, providing customers with clear information on processes, timelines, and status.
- Support customers with spare parts inquiries, including availability, order tracking, and product guidance.
- Manage and monitor customer cases through internal systems.
- Supervise the Level 2 (N2) team, ensuring proper analysis, follow-up, and resolution of escalated cases.
- Manage complaints from 27 dealerships nationwide, ensuring timely resolution and compliance with service standards.
- Resolve an average of 8 customer claims within a maximum 7-day turnaround, consistently meeting established SLAs.
- Coordinate with cross-functional teams to expedite case resolution.
- Monitor KPIs and identify opportunities to improve processes and customer experience.




- Provide guidance and oversight to the team, ensuring compliance with procedures and quality standards.

Requirements

- 2- 4 years of Experience desirable in Aftersales, Customer Service, Call Center, Warranty, or Automotive Operations.
- Experience handling customer complaints, warranty claims, or escalated cases.
- Experience working with dealerships and/or dealer networks is highly desirable.
- Strong problem-solving and communication skills.
- Experience working with KPIs, SLAs, and customer service metrics.
- Ability to collaborate effectively with cross-functional teams.

"At BYD Mexico, we promote equal employment opportunities and respect for diversity. All our job openings are available to talented individuals, regardless of gender, age, origin, sexual orientation, gender identity, or any other condition. Our hiring decisions are based on each person’s merits, competencies, and values, in strict compliance with Mexican legislation.

Furthermore, the organization does not request or require pregnancy tests or Human Immunodeficiency Virus (HIV) medical certificates as part of the hiring process, in accordance with applicable laws and non-discrimination principles.”

📌 Call Center Specialist – Aftersales (Tultitlán de Mariano Escobedo)
🏢 BYD México
📍 Tultitlán de Mariano Escobedo