Customer Care Specialist

Main responsibilities:

1. Premium Customer Engagement & Complaint Resolution

- Deliver personalized, high-touch support across all contact channels (phone, email, chat, social media, app community, etc.),

- Ensuring every interaction meets DENZA’s premium standards.

- Manage and resolve both sales and aftersales cases with transparency,
empathy, and urgency.
- Ensure all customer communications are consistent with DENZA’s tone of
voice and premium brand identity.
- Record and track all cases through internal systems, providing detailed
documentation and proactive updates.
- Collaborate cross-functionally with retail, service, and logistics teams to
achieve root-cause resolutions and implement long-term service improvements.

2. NPS Ownership & Customer Loyalty
- Take full accountability for NPS results within the market—analyzing feedback, identifying key satisfaction drivers, and implementing improvement actions.
-Lead customer delight initiatives that deepen emotional connection, foster loyalty,
and enhance overall satisfaction.
-Monitor and interpret customer insights to drive continuous improvements
in service delivery and elevate brand perception.

3. Customer Journey & Experience Enhancement
- Support customers through every stage of their journey —from onboarding and test drives to delivery and after-sales follow-up.
- Represent DENZA as a “brand ambassador”, ensuring every engagement mirrors
the quality, elegance, and exclusivity expected from a premium EV marque.
- Participate in experience audits and contribute to the development of new
processes that reinforce the luxury ownership journey.

4. Cross-Market Collaboration & Excellence Development
- Partner with Country teams and Global Customer Care teams to align service
standards and uphold a consistent global premium experience.
- Share insights, best practices, and innovations that strengthen DENZA’s global
reputation for customer care excellence.
- Contribute actively to the continuous evolution of DENZA’s Customer
Care Excellence Framework, supporting the brand’s pursuit of world-class service.