Dubai Regional RCCC Manager - Customer Experience

Nissan; Dubai; On-site; AED 360,000 - 520,000; Full time

Job summary

Nissan Dubai is seeking a Section Manager for the Regional Customer Contact Center (RCCC). You will supervise the RCCC team and an outsourced agency to ensure seamless service for Nissan and Infiniti customers from the region.

The role focuses on resolving customer concerns per Nissan NSC processes, tracking CCS issues, and driving quality in interactions. Strong leadership, CRM experience, and Arabic language skills are required for success.

Qualifications

• Automotive Call Center Operations or CRM background.
• Arabic speaker.
• Leadership experience in previous role.
• Competency in Salesforce, Excel, and PowerPoint.

Responsibilities

• Supervise RCCC agents and outsourced agency to ensure seamless customer experience for Nissan and Infiniti customers.
• Monitor and improve complaint resolution following defined processes and escalation paths.
• Track and manage CCS complaints and issues; support Voice of Customer initiatives.
• Develop and update agent scripts and messages per Nissan/Infiniti directives.
• Administer RCCC Salesforce usage including reporting templates and user training.
• Prepare management reports on call center performance and improvements.
• Lead cross-functional collaboration to resolve customer issues and enhance efficiency.

Skills

Arabic speaker

Leadership experience

CRM background

Empathetic customer service

Tools

Salesforce

Excel

PowerPoint

Job description

Nissan Dubai is seeking a Section Manager for the Regional Customer Contact Center (RCCC). You will supervise the RCCC team and an outsourced agency to ensure seamless service for Nissan and Infiniti customers from the region.

The role focuses on resolving customer concerns per Nissan NSC processes, tracking CCS issues, and driving quality in interactions. Strong leadership, CRM experience, and Arabic language skills are required for success.