Agent Web Owner Verification - Ciudad de México - Nissan

Nissan

Empresa verificada

Ciudad de México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

This position coordinates requests from NNA owners relating to vehicle repair or maintenance issues, general product related questions or issues, client/retailer complaints, and client out-of-warranty goodwill requests for assistance.

Works collaboratively with retailer personnel, regional personnel and NNA USA support personnel to develop appropriate solutions to the client requests.

Coordinates resolutions to client ownership documentation, general inquiries, warranty policies, and outofwarranty goodwill requests
Performs appropriate research with available tools to support/answer Client inquiries; including but not limited to, administrative access to U.S. Owner Portal, U.S. Virtual Academy and U.S. Salesforce
Achieves quality call monitoring and case management Key Performance Indicators as assigned
Provides applicable service campaign/recall information to NNA Clients and documents those conversations according to Consumer Affairs policies and procedures
Documents Client inquiries/concerns received from Client correspondence, inbound calls and NNA corporate surveys; updates consumer affairs case files with appropriate documentation
Followsup with client, retailers and regional personnel within established SOP guidelines
Engages available resources to resolve Client inquiries to ensure issues are resolved within company and legal parameters
Assists in coordinating outofwarranty or subscription goodwill assistance requests and ensures approvals do not surpass assigned guidelines
Coordinates Client vehicle inspections with dealer technical specialists and maintains Client cases with appropriate and current documentation
Answers and responds to Client questions regarding vehicle operation issues and warranty policies
Reviews Client outofwarranty goodwill requests with retailer service personnel and regional representatives (FOM's/DOM's) to develop appropriate solutions to assist customers; communicates those decisions to customers in support of NNA company policies and procedures while delivering exceptional customer service
Follows Consumer Affairs and VCS policies and procedures as documented in Standard Operating Procedures
Develops and supports a climate of positive team work that encourages agent job satisfaction
Acts as a mentor to new agents and team members to assist with their professional development
As necessary, performs other related duties of which the above are representative

Minimum Qualifications
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Advanced English:

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Job Knowledge and Skill: Excellent analytical skills; excellent interpersonal, English Level Intermediate or Advanced language oral and written communication skills; strong conflict resolution skill; good presentation skills. Good organization, project management, workflow management and process improvement skills. Good problem solving and decision-making skills.

General knowledge of the following functions:
Customer Service.
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Experience: Three or more years of Customer Service or directly related professional
- level experience.
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Education: Bachelor's degree from an accredited university (+2 years)

Only resumes submitted in English will be reviewed.

Nissan (NMEX, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción, ni discriminación por género, identidad y/o expresión de género, orientación sexual, raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.

Nissan (NMEX, NRFS, NRFM and ANZEN) hires 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.
Mexico City Mexico