Customer Service Agent Part Time NMAC

Nissan Motors; 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 in handling inquiries and complaints from customers. This role involves working with various stakeholders and requires fluency in English, along with strong customer service skills. The ideal candidate will have a high school diploma and experience in a call center environment.

Formación

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

Responsabilidades

• Receive inbound calls from customers, resolving inquiries and handling complaints.
• Identify account status for retail and lease accounts.
• Maintain a quality standard on all calls, ensuring compliance with regulations.

Conocimientos

Active listening

Problem-solving

Negotiation

Customer focus

Good grammar and communication

Educación

High School Diploma

BA 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). The role involves handling inquiries, complaints, and questions regarding loan and/or lease accounts, including technical support for the NMAC/IFS website. The position also serves NMAC/IFS Dealerships, Insurance Companies, and third parties (such as other financial institutions) on topics like payoffs, total loss, vehicle damage, titles, and more. 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 account status for retail and lease accounts regarding total loss incidents, 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 the call model to ensure compliance with regulations.
4. Utilize all available tools and resources proactively to 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 MS Office skills

Skills

• Basic understanding of the auto finance industry
• Empathetic approach to difficult situations
• Active listening skills
• Customer focus
• 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

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 or expression, sexual orientation, race, color, language, religion, political opinion, national or social origin, economic status, birth, or other conditions.

By applying, candidates acknowledge that Nissan Mexicana and subsidiaries may conduct background checks due to the sensitive nature of the role's assets and information, including proprietary data and financial information. Confidentiality and legal compliance are assured. Applying signifies consent to such checks.

Location: Aguascalientes, Aguascalientes, Mexico