Customer Loyalty Officer

Nissan; City of Melbourne; Hybrid; AUD 60,000 - 80,000; Full time

Job summary

A leading automotive financial services provider is seeking a customer relationship management specialist to enhance customer retention and satisfaction. The ideal candidate will have over two years of experience in a sales-focused role and possess strong interpersonal skills. You'll manage interactions via phone and email, helping customers navigate finance applications and options. This role offers hybrid working arrangements and continuous development opportunities.

Benefits

Flexible hybrid working options

Training and development opportunities

Car leasing options at discounted rates

Qualifications

• Proven track record of two or more years in a sales-focused customer service role.
• Capable of quickly building strong rapport with customers.
• Strong financial acumen and processing ability.
• Positive, confident attitude focused on customer outcomes.

Responsibilities

• Coordinate and manage inbound and outbound call programs.
• Assist existing customers with new finance applications.
• Educate maturing customers on available options for their loans.
• Generate leads and practice best-in-class customer service.
• Handle inbound calls and emails to assist customer inquiries.
• Retain customers through end-of-term refinances.

Skills

Customer relationship management

Sales expertise

Interpersonal skills

Financial acumen

Job description

We offer tailored retail and wholesale financial solutions to the automotive market. Start your journey with us by joining our loyalty team and being responsible for proactive relationship building with our customers.

Get Excited about driving our cars and having the option to lease a car for you and your family at a significantly discounted rate.

Be Connected to a long term career at Nissan which can take you around the world.

Have Confidence in your development through training and be supported with flexible hybrid working options.

Your opportunity

You will coordinate, execute, and manage inbound and outbound call programs built to effectively retain customers through positive relationship building, listening to concerns, addressing issues, and educating on available products and services across all brands.

• Assist existing customers with new finance applications
• Outbound communication to maturing customers to educate customers on available options as their car loan ends. This may include actioning a new finance application direct, a referral to a dealer for a new car, refinance or to payout.
• Outbound contact to maturing Nissan Future Value customers to educate them on available options and liaise with the dealer network for a seamless customer experience
• Generating leads and practicing best in class lead management and customer service
• Attending to inbound calls and emails from customers and assisting with any inquiries they may have with the aim of having a positive interaction and making the experience easy for the customer
• Retaining customers through end of term balloon refinances or variations

You will bring to this role

• Proven track record of two or more years in a sales-focused customer service role, consistently providing high quality customer experiences
• Capable of quickly building a strong rapport by utilising your interpersonal skills, asking clarifying questions, and anticipating customer needs
• Strong financial acumen, able to understand and process customer financial situation with speed and accuracy
• Ability to delight with a 'can do' attitude: positive, confident and focused on the best possible outcome for our customers

You will be contributing to Nissan Financial Services vision to be the financier of choice. Key to this is your commitment to delivering service excellence to our customers and our pursuit of best practice.

As part of our commitment to creating a diverse and inclusive workplace, this role is open to experienced candidates from all walks of life.We are committed to attracting and retaining a diverse workforce where employees feel valued, respected, and empowered to reach their full potential.

Power Your Future with Nissan!