puestos de Call Center en México

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 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

1. Receive a standard number of inbound calls on active/inactive accounts from NMAC/IFS customers, dealerships, and third parties, resolving inquiries, handling complaints, and guiding them through the appropriate processes.
2. Identify account status for 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 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 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 be from 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) conducts hiring based on the fulfillment of the job profile without discrimination based on gender, gender identity or expression, sexual orientation, race, color, language, religion, political opinions, 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, including proprietary data and financial information. Confidentiality and legal compliance are assured, and applicants consent to such checks.

Location: Aguascalientes, Mexico