Section Manager Regional Customer Contact Center

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

Job Title Section Manager Regional Customer Contact Center

DepartmentCustomer Excellence (CQ)

FunctionSection Manager RCCC

Legal EntityNMEF

LocationDubai UAE

LevelEVP - 7

Direct Manager DGM - Customer Quality

Managers Manager DGM - Customer Quality

Functional Reporting GM Customer Excellence

Mission & Main Objectives

• Supervise outsourced team of Regional Customer Contact Center (RCCC) agents and agency to support delivery of seamless customer experience for NISSAN and INFINITI customers
• Ensuring resolution of customer concerns following defined NMEF - NSC comnplaints management and escalation processes;
• Track evolve and manage Connected Car Services (CCS) complaints and issues
• Problem solving resource and support in coordination with related NMEF / I-ME and NSC functions
• Support Voice of Customer issues such as tracking and resolution of Hot Alert Cases
• Develop update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITI
• Relay related customer inquiries to respective RBUs / NSC in case of out of region inquiries; and to respective NMEF functions such as Sales Aftersales and other business opportunity related inquries
• Monitor and deliver (if necessary) brand product and process related training for RCCC agents

Main tasks and responsibilities

(Scope : tasks related to both NISSAN and INFINITI)

• Design and manage the complaints management and escalation process internally and across the NSCs
• Manage the RCCC team performance and daily operations headcount planning and scheduling achievement of related KPIS and reports; manage agent training needs;
• Managing RCCC agent operation Quality such as agent suc as team leader daily performance priorities validate quality reports and listening to agent calls keep track fo daily received cases; and manage agent and NSC queries
• Prepare management reports relative to call center performance and operational improvements
• Design manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market.
• Lead the call center agents for cross-functional support from various departments involved in the problem resolution process
• Administer Sales Force utilization for RCCC which indclude creation of reporting templates managing users system training process mapping dashboard creation and report generation
• Monitor QVOC tool for hot alerts and pending cases
• Keep track and update RCCC knowledge files for reference
• Handle and support all related CCS cases elevate as required through the prescribed CCS escalation channel generate CCS related reports and attend regular meetings with SDSM and related functions involved with CCS
• Attend Regional calls to identify best ideas to enhance RCCC operational performance
• Implement new technology tools processes or workflows to enhance efficiency and customer experience

Country Specifics

NISSAN : NMEF markets

INFINITI : I-ME Markets

KPIs

• Case resolution
• Case closure
• Hot alert closure
• Case closure satisfaction

BACKGROUND & SKILLS REQUIRED

Background & Experience (years)

Specific technical skills

• Automotive Call Center Operations or CRM background;
• Arabic speaker;
• Leadership experience in previous role and advantage
• Competency in various software applications (Salesforce excel ppt)

Behavioural Competencies Required

• Emphathetical and Customer service oriented
• Able to work with multiple cross functional team
• Team Management
• Results driven

Dubai United Arab Emirates

Required Experience:

Manager