The *agent web *coordinates requests from nissan north america (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.
*responsibilities*:
- coordinates resolutions to client ownership documentation, general inquiries, warranty policies, and out-of-warranty 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
- follows-up 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 out-of-warranty 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 out-of-warranty 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 requirements*
*education*:bachelor's degree* from an accredited university.
*experience*: 3 or more years of *customer service* or directly related professional
- level experience.
*language*:english *level intermediate or *advanced.
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*job knowledge and skill*:
- excellent analytical skills; excellent interpersonal
- salesforce
- 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 or customer support.
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- english level intermediate or advanced language oral and written communication skills; strong conflict resolution skill; good presentation skills.
*travel required*: if need.
*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.
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*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.
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mexico city mexico