Bilingual Call Center Representative

Nissan; Aguascalientes; On-site; MXN 134,000 - 179,000; Full time

Job summary

Nissan Mexicana in Aguascalientes is seeking a Customer Service representative to handle inbound calls from customers and businesses about loans and leases with Nissan/IFS/NMAC. The role requires empathy, active listening, and strong MS Office skills, working on site in Aguascalientes.

Responsibilities include identifying account status, guiding customers through correct processes, maintaining quality standards, and adhering to regulatory guidelines while meeting scheduling expectations.

Qualifications

• High school diploma required.
• Basic understanding of auto finance industry.
• MS Office proficiency.

Responsibilities

• Handle inbound calls from Nissan/IFS/NMAC customers and businesses about loans or leases.
• Identify account status and guide customers through correct processes (e.g., Total Loss, Titles, End of Term, interest rate).
• Maintain call quality and ensure compliance with regulations; follow exclusive call model.
• Adhere to scheduling and adherence guidelines to meet performance targets.

Skills

Fluent English

Empathetic communication

Active Listening

MS Office

Customer service

Education

High school diploma

Bachelor's degree (desired)

Job description

Location: Aguascalientes
Job Schedule: Full-time On site
Education Requirement: High school diploma

Shape the Future of Mobility at Nissan: Launch Your Career, Drive Innovation

We are currently looking for a Customer Service representative to join our team in Aguascalientes.

The position is responsible for providing excellent and efficient quality service in inbound calls from Customers/Businesses that own a vehicle through Nissan Motor Acceptance Corporation (NMAC) or Infiniti Financial Services (IFS) in regard to any inquiry, complaint, and/or question they have regarding their loan and/or lease accounts (Including technical Support assistance to the NMAC/IFS Website).

A Day in the Life:

Receives a standard number of inbound phone calls on active/inactive accounts from NMAC/IFS Customers or Businesses, NMAC/IFS Dealerships, and/or Third Parties (Other Financial institutions, insurance companies, etc.) resolving inquiries, handling complaints, and walking them through the correct process according to their original request.
The agent will have to identify the current Account status for appropriate action on both Retail and Lease NMAC/IFS phone calls regarding a Total Loss incident, Vehicle Damage, Titles, End of Term, Interest rate, Post Maturity Date, and other subjects
Maintains a Quality Standard on all phone calls received/made guaranteeing a minimum overall average percentage of 85% following our Call model to assure all Compliance, State, and Federal regulations are within guidelines.
Must be able to utilize all tools and resources available to proactively resolve our customer's concerns and prevent any further callbacks.
Must be able to follow all Adherence guidelines to achieve a minimum target of 95%

Who We're Looking for:

• Education requirements: High school diploma
• Basic understanding of the auto finance industry, Empathetic with difficult situations & Active Listening
• Knowledge of Excellent Customer Service Techniques (Call Center based preferably)
• Fluent English
• MS Office Intermediate
• Ability to perform work onsite at Aguascalientes.
• Availability to work 48 hrs per week
• Schedules could fall within the time frame (6:00 am until 9:00 pm) from Monday - Friday and Saturdays from 6:00 am until 5:30 pm (Depending on Department requirements a 6 day or 5 schedules will be assigned for at least 6 months.)

Desired:

• Bachelor´s degree.

What You'll Look Forward to at Nissan:

Career Growth and Continuous Learning Opportunities: Benefit from diverse career paths, crossdepartmental moves, and innovative learning platforms. Enhance your skills through seminars, leadership training, and tuition reimbursement programs, all while playing a vital role in shaping the future of transportation. From day one, you'll have the support to tackle challenges and contribute to impactful solutions across our organization.

Rewards: Nissan offers a comprehensive benefits package to support the well‑being and success of our employees, with offerings that may vary by location and role.

Nissan (NMEX,NEdM, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.

By applying for the advertised position, candidates acknowledge that Nissan Mexicana and its subsidiaries reserve the right to conduct a public conduct search due to the sensitive nature of the assets and information involved in the role. This includes, but is not limited to, proprietary information, financial data, and other assets requiring safeguarding. Nissan Mexicana and its subsidiaries assure confidentiality and compliance with all legal requirements regarding the use of such information. By applying for this position, you are consenting to this check.

NISSAN FOR EVERYONE People are our most valuable assets, and diversity and inclusion are essential to maximizing the power of each team member. Our Corporate Diversity Initiative ensures our workplace meets the unique needs of our employees and customers. We are committed to creating a culture where everyone belongs and feels respected, valued, and heard. Nissan values inclusion in all areas of our business, striving to mirror the diversity of our customer base and communities. Join us in our commitment to diversity and inclusion.

Aguascalientes Aguascalientes Mexico