Customer Service Analyst

Location: Aguascalientes
Job schedule: Full-time On site

Responsibilities

• Provide excellent and efficient quality service in inbound calls from NMAC or IFS customers, businesses, dealerships, and third parties regarding loan and lease accounts and technical support for the NMAC/IFS website.
• Handle inquiries and complaints, walking callers through the correct processes for their requests in primarily English with occasional Spanish calls.
• Identify current account status for appropriate actions on retail and lease calls regarding titles, end of term, interest rates, and other subjects.
• Maintain a quality standard on all calls, ensuring a minimum overall average score of 70% in accordance with the Call model and compliance with state and federal regulations.
• Use all available tools and resources to proactively resolve customer concerns and prevent further callbacks.
• Follow adherence guidelines to achieve a minimum target of 95% compliance.

Qualifications

• High school diploma or bachelor’s degree (required).
• Basic understanding of the auto‑finance industry.
• Empathy with difficult situations and active listening skills.
• Knowledge of excellent customer service techniques (call‑center preferred).
• Fluent in English; Spanish is an advantage.
• Intermediate proficiency in MS Office.
• Willingness to work onsite in Aguascalientes.
• Availability to work 48 hours per week.
• Desired: Bachelor’s degree.

Benefits

• Career growth and continuous learning opportunities through seminars, leadership training, and tuition reimbursement.
• Comprehensive benefits package supporting well‑being and success of employees (varies by location and role).

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 the advertised position, candidates acknowledge that Nissan Mexicana and its subsidiaries reserve the right to conduct a public conduct search due to the sensitive nature of the assets, internal and information involved in the role. This includes, but is not limited to, proprietary information, financial data, and other assets requiring safeguarding. Nissan Mexicana and its subsidiaries assure confidentiality and compliance with all legal requirements regarding the use of such information. By applying for this position, you are consenting to this check.