Customer Care Specialist - Aftersales

BallerupFull-timeProduction / Manufacturing / Processing - Automobile sales and services

Responsibilities

Customer Care Specialist - Aftersales XPENG Denmark | Ballerup Do you want to help create an outstanding customer experience at one of the fastest-growing automotive brands in Denmark? XPENG is growing in Denmark, and we are looking for a Customer Care Specialist to join our Danish team in Ballerup. At XPENG, great customer service is not just about answering questions. It is about taking ownership, understanding the situation, and finding the right solution, especially when things do not go exactly as planned. As our new Customer Care Specialist, you will play an important role in the daily collaboration between our customers, XPENG agents and workshops, international colleagues, and our internal organization. What will you be doing? You will be responsible for customer-related communication with existing XPENG customers and follow their cases from the initial contact through to resolution. Some cases can be resolved quickly. Others require investigation, coordination, and dialogue with several stakeholders. In both situations, your role is to ensure that the customer feels heard, informed, and professionally supported throughout the entire process. Your key responsibilities will include:

• Handling and following up on customer inquiries and cases, including outstanding and overdue cases
• Taking ownership of complex and escalated customer cases from start to resolution
• Ensuring proactive, professional, and transparent communication with our customers
• Working closely with and supporting our XPENG agents and workshops across Denmark, including in challenging customer situations
• Coordinating cases with Technical Support, Warranty, Parts, and other internal teams
• Ensuring structured case management and proper documentation
• Identifying recurring issues, sharing customer insights, and contributing to improvements in our processes and customer journey
• Supporting our continued focus on customer satisfaction and NPS

Qualifications

Who are we looking for? For us, your mindset is just as important as your CV. You enjoy working with people, taking responsibility, and naturally looking for solutions rather than excuses. You are comfortable communicating with customers – even when the conversation is difficult – and you understand how important clear communication and consistent follow-up are in building trust. We imagine that you:

• Have experience in customer service, aftersales, the automotive industry, retail, or another customer-focused environment
• Have experience handling complaints, claims, or challenging customer situations
• Communicate confidently in both Danish and English
• Are comfortable communicating by phone, email, and face-to-face
• Take ownership and follow your cases through to completion
• Work in a structured way and can manage several cases simultaneously
• Are comfortable working with CRM and case management systems
• Have a good balance between customer focus and commercial understanding
• Enjoy collaborating across teams and with external partners
• Are curious about technology and motivated to learn Automotive experience is an advantage, but not a requirement. If you have the right customer mindset, work in a structured way, and are eager to learn, we would still very much like to hear from you. Why XPENG? You will become part of an ambitious Danish team within a global technology and automotive company that is challenging the traditional way of thinking about cars and mobility. Things move fast at XPENG. We work closely together, decisions are made quickly, and good ideas are valued regardless of where they come from. You can expect:
• A key role in our Danish Aftersales organization
• The opportunity to make a real difference for our customers
• Close collaboration with our agent and workshop network
• An international and fast-paced working environment
• The opportunity to be part of an industry undergoing rapid transformation
• Skilled and dedicated colleagues who work together to find solutions Interested? If you enjoy taking ownership, solving problems, and creating great customer experiences, we would love to hear from you. Workplace: XPENG Denmark, Ballerup Questions about the position? You are very welcome to contact: Lennarth Engelund Head of Aftersales, XPENG Denmark Email: Lennarth.Engelund@xiaopeng.com

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