Customer Service Representative (Aguascalientes)

Mision

Responsible for providing customer service by handling inbound phone calls regarding active and inactive accounts for NMAC/IFS customers, businesses, dealerships, and third parties. Resolve inquiries and complaints and guide callers through the correct processes in accordance with company procedures.

Responsibilities

• 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.
• Maintains a Quality Standard on all phone calls received guaranteeing a minimum overall average percentage of 70% following our Call model to assure all Compliance, State and Federal regulations are within guidelines.
• Utilizes all tools and resources available to proactively resolve customer concerns and prevent any further callbacks.
• Follows 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.
• Language: Fluent English.

Skills

• Business Acumen (Knowledge)
• Continuous learning
• Resolution of problems and conflicts.
• Negotiation and influence.
• Analytical aptitude.

Schedule

• Availability to work 48 hours per week.
• Schedules could fall within the time frame (6:00 am until 9:00 pm) from Monday to Friday and Saturdays from 6:00 am until 5:30 pm.
• Depending on Department requirements a 6‑day or 5‑day schedule will be assigned for at least 6 months.
• Nissan (NMEX, NEdM, 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.

Aguascalientes, Mexico