Bilingual Call Center Representative - Part Time

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

Descripción de la vacante

A leading company in the automotive industry is seeking a Customer Service Representative to provide quality service through inbound calls. The role involves assisting customers with inquiries regarding loan and lease accounts, ensuring compliance with regulations, and maintaining high-quality standards. Candidates must be fluent in English and possess strong customer service skills.

Formación

• Fluent in English (mandatory).
• Knowledge of excellent customer service techniques.

Responsabilidades

• Receive and resolve inquiries from customers and dealerships.
• Identify account status for retail and lease accounts.
• Maintain quality standards on all calls.

Conocimientos

Customer-focused approach

Active listening skills

Problem-solving skills

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 and 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 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) on topics like payoffs, total loss, vehicle damage, titles, and other related subjects. Most calls are in English, with some in Spanish.

Responsibilities

1. Receive a standard number of inbound calls from NMAC/IFS customers, dealerships, and third parties, resolving inquiries, handling complaints, and guiding them through the correct processes based on their requests.
2. Identify the current account status for both retail and lease accounts regarding incidents like total loss, vehicle damage, titles, end of term, interest rates, post-maturity, and other topics.
3. Maintain a quality standard on all calls, ensuring an overall average of at least 85% following our call model to comply with all regulations.
4. Utilize all available tools and resources proactively to resolve customer concerns and prevent callbacks.
5. Follow adherence guidelines to meet 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 in difficult situations.
• Active listening skills.
• Customer-focused approach.
• Good grammar and communication skills.
• Problem-solving and negotiation skills.

Schedule

Availability to work 36 hours per week, with schedules potentially from 6:00 am to 9:00 pm Monday to Friday, and Saturdays from 6:00 am to 5:30 pm. Depending on departmental needs, a 5-day or 6-day schedule will be assigned for at least 6 months.

Additional Notes

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, birth, or other conditions.

Applicants acknowledge that Nissan Mexicana and its subsidiaries may conduct background checks due to the sensitive nature of the assets and information involved, including proprietary data and financial information. Confidentiality and legal compliance are assured, and applicants consent to such checks upon applying.

Location: Aguascalientes, Mexico