Customer Service Representative - Aguascalientes, México - Nissan Motor

Descripción

Job Summary:

The position is responsible on 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) regarding any inquiry, complaint and/or question they have regarding their loan and/or lease accounts (Including technical Support assistance to the NMAC/IFS Website). Also providing such service to NMAC/IFS Dealerships and/or 3rd Parties (i.e. Other Financial Institutions) inquiring on subjects like Payoffs, Titles and others. The majority of the calls are in English but there might be a few calls in Spanish.

Job Responsibilities:

1. Receives a standard number of inbound phone calls on active/inactive accounts from NMAC/IFS Customers or Businesses, NMAC/IFS Dealerships and/or Third Parties (Other Financial institutions, etc.) resolving inquiries, handling complaints and walking them through the correct process according to their original request.

2. The agent will have to identify the current Account status for appropriate action on both Retail and Lease NMAC/IFS phone calls regarding Titles, End of Term, Interest rate, and other subjects.

3. Maintains a Quality Standard on all phone calls received guarantying a minimum overall average percentage of 70% following our Call model to assure all Compliance, State and Federal regulations are within guidelines.

4. Utilize all tools and resources available to proactively resolve our customer's concerns and prevent any further call backs.

5. Follow all Adherence guidelines to achieve a minimum target of 95%

Requirements:

·Knowledge and skills. Basic understanding of the auto finance industry Experience.

·Knowledge of excellent Customer Service techniques (call center-based preferably)

·Academic level.

·High School Diploma / Bachelor's degree (preferred)

·Technical skills.

·MS Office Intermediate

·Fluent English

Skills:

·Business Acumen (Knowledge).

·Continuous learning

·Resolution of problems and conflicts.

·Negotiation and influence.

·Analytical aptitude

Schedule:

We are currently open from Monday through Friday from 6:00 am until 8:00 pm and Saturdays from 6:00 am until 5:00 pm (There could be a possibility of extending the service window until 9:00 pm [from Monday – Friday only] in the future. Depending on Department requirements, a 6-day or 5 schedule will be assigned for at least 6 months.