Bilingual Call Center Representative - Part Time

Nissan Motor Corporation; Aguascalientes; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A leading company is looking for a Customer Service Representative to provide excellent quality service. The role involves managing inbound calls from customers and businesses, resolving inquiries related to loans and leases. Candidates should have a high school diploma, strong customer service skills, and fluency in English.

Formación

• High School Diploma required, BA Degree preferred.
• Fluency in English is mandatory.
• Knowledge of customer service techniques in a call center environment.

Responsabilidades

• Handle inbound calls from customers, dealerships, and third parties.
• Resolve inquiries and guide callers through processes.
• Maintain a minimum quality standard of 85% across calls.

Conocimientos

Active listening skills

Problem-solving

Customer-focused attitude

Negotiation skills

Good grammar and communication skills

Educación

High School Diploma

BA Degree

Herramientas

MS Office

Descripción del empleo

Job Summary

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). This includes handling inquiries, complaints, and questions regarding loan and/or lease accounts, as well as providing technical support for the NMAC/IFS Website. The role also involves assisting NMAC/IFS Dealerships, Insurance Companies, and third parties (such as other financial institutions) with topics like Payoffs, Total Loss, Vehicle Damage, Titles, and more. Most calls are in English, with some in Spanish.

Responsibilities

1. Handle a standard number of inbound calls from NMAC/IFS Customers, Businesses, Dealerships, and third parties, resolving inquiries, handling complaints, and guiding them through appropriate processes.
2. Identify account status for retail and lease accounts concerning Total Loss, Vehicle Damage, Titles, End of Term, Interest Rate, Post Maturity, and other topics.
3. Maintain a minimum quality standard of 85% across all calls, following the call model to ensure compliance with regulations.
4. Utilize all available tools and resources to proactively resolve customer concerns and prevent callbacks.
5. Follow adherence guidelines to achieve a minimum target of 95%.

Requirements

• High School Diploma; BA Degree preferred.
• Knowledge of excellent customer service techniques, preferably in a call center environment.
• Fluent in English (mandatory).
• Intermediate proficiency in MS Office.

Skills

• Basic understanding of the auto finance industry.
• Empathetic with difficult situations.
• Active listening skills.
• Customer-focused attitude.
• Good grammar and communication skills.
• Problem-solving and negotiation skills.

Schedule

Availability to work 36 hours per week. Schedules may fall between 6:00 am and 9:00 pm from Monday to Friday, and from 6:00 am to 5:30 pm on Saturdays. Department requirements may assign a 5-day or 6-day schedule for at least 6 months.

Additional Information

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

By applying, candidates acknowledge that Nissan Mexicana and its subsidiaries may conduct background checks due to the sensitive nature of the assets and information involved in the role, including proprietary information and financial data. Confidentiality and legal compliance are assured.

Location: Aguascalientes, Mexico.