Customer Service Agent Part Time NMAC

Nissan Motor Corporation; Aguascalientes; Presencial; MXN 50,000 - 200,000; Jornada completa

Descripción de la vacante

A leading company in the automotive industry is seeking a Customer Service Representative to provide quality service for inbound calls from customers regarding their loan and lease accounts. The role involves addressing inquiries, complaints, and providing technical support, with a focus on maintaining high service standards. Candidates should have a high school diploma, excellent customer service skills, and be fluent in English.

Formación

• High School Diploma required; Bachelor's degree preferred.
• Fluent in English (mandatory).
• Knowledge of customer service techniques in a call center.

Responsabilidades

• Handle inbound calls from customers and dealerships, resolving inquiries and complaints.
• Identify account status for retail and lease accounts.
• Maintain quality standards on calls, ensuring compliance.

Conocimientos

Customer-focused approach

Active listening skills

Problem-solving skills

Negotiation skills

Good grammar and communication skills

Educación

High School Diploma

Bachelor's degree preferred

Herramientas

MS Office

Descripción del empleo

Job Description

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 addressing inquiries, complaints, and questions regarding their 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) on topics like payoffs, total loss, vehicle damage, titles, and others. Most calls are in English, with some in Spanish.

Responsibilities

• Handle 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.
• Identify 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.
• Maintain a quality standard on all calls, ensuring an overall average of at least 85% following our call model to comply with all regulations.
• Utilize all available tools and resources proactively to resolve customer concerns and reduce callbacks.
• Follow adherence guidelines to achieve a minimum of 95% adherence.

Requirements

• High School Diploma; Bachelor's 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 approach.
• Good grammar and communication skills.
• Problem-solving and negotiation skills.

Schedule

Availability to work 36 hours per week.

• Schedules may vary between 8:00 am to 3:00 pm or 1:00 pm to 8:00 pm, Monday to Friday, and Saturdays from 8:00 am to 2:00 pm.
• Nissan (NMEX, NEdM, NRFS, NRFM, and ANZEN) hires based on 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.
• Applying candidates acknowledge that Nissan Mexicana and its subsidiaries may conduct background checks due to the sensitive nature of the role, including proprietary information and financial data. Confidentiality and legal compliance are assured. By applying, candidates consent to this process.

Location: Aguascalientes, Mexico.