Voice of Customer Support Analyst

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

Descripción de la vacante

An automotive company is seeking a Voice of Customer Support Analyst to enhance customer service experiences. The role involves addressing customer concerns, supporting engineering projects, maintaining detailed communication with customers, and performing data analysis. Applicants should have a Bachelor's degree and over 3 years of experience in customer service, preferably in the automotive sector. Advanced Excel and organizational skills are necessary. This is a full-time remote position.

Servicios

Hands-on involvement in customer experience projects

Collaboration in cross-functional teams

Professional growth opportunities

Formación

• 3+ years of previous experience in customer service, preferably in the automotive sector.
• Strong organizational, project management, workflow management, and process improvement skills.
• Advanced Excel skills including formulas and pivot charts.

Responsabilidades

• Follow up on customer feedback from the Quality Connection Survey (QCS) regarding vehicle quality issues.
• Assist the engineering team with special project requests.
• Maintain regular communication with customers within established guidelines.
• Work with various departments to resolve customer issues.
• Analyze internal data to support the repair process of customer vehicles.

Conocimientos

Customer service

Data analysis

Project management

Advanced English

Microsoft Office

Educación

Bachelor’s degree in related field

Herramientas

Excel

SharePoint

Power Apps

Power Automate

Descripción del empleo

Location: CDMX | Aguascalientes  |  Mode: Remote  |  Work Schedule: Full-time  |  Level: Analyst

Overview

Join our team as Voice of Customer Support Analyst to manage and solve customer complaints, coordinate special project requests, and ensure exceptional customer service. This role involves close collaboration with TCS Engineers, dealership personnel, and various internal departments to address and resolve quality concerns and product-related issues. The analyst will handle customer inquiries, document interactions, and participate in special projects, while maintaining high standards of communication and efficiency.

Responsibilities

• Address Customer Concerns: Follow up on customer feedback from the Quality Connection Survey (QCS) regarding vehicle quality issues, ensuring timely and effective resolution.
• Support Engineering Projects: Assist the engineering team with special project requests, including conducting customer interviews and coordinating appointments between customers, Nissan engineering, and dealership personnel.
• Customer Follow-Up: Maintain regular communication with customers within established guidelines, updating consumer affairs files with accurate documentation.
• Collaborate with Departments: Work with service managers, parts departments, warranty and product assurance departments, and Tech line to resolve customer issues in compliance with company and legal standards.
• Data Review: Analyze internal data to support the repair process of customer vehicles.
• Coordinate Interviews: Organize and facilitate special engineering requested scramble interviews with Nissan owners, engineers, and dealership personnel.
• Parts Investigation: Coordinate with engineering and dealership personnel to ship parts to the Field Quality Center (FQC) for further investigation upon engineering request.
• Data Analysis: Perform detailed data analysis using advanced Excel skills, including formulas and pivot charts.

Qualifications

• Bachelor’s degree in related field.
• 3+ years of previous experience in customer service, preferably in the automotive sector.
• Advanced English level.
• Strong organizational, project management, workflow management, and process improvement skills.
• Proficiency in Microsoft Office; advanced Excel skills (formulas and pivot charts); SharePoint, Power Apps, and Power Automate are a plus.

What You Can Expect

• Hands-on involvement in various customer experience projects.
• Collaboration in cross-functional teams with a quality mindset.
• Work in a multicultural and multidisciplinary environment.
• Professional growth based on skills and performance.

About Nissan

Nissan Mexicana and its subsidiaries hire 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 this position, you acknowledge Nissan Mexicana’s right to conduct a public conduct search due to the sensitive nature of assets and information involved in the role. By applying, you are consenting to this check. Mexico City, Mexico.