Nksa - Call Center Agent-11

3 weeks ago

Jeddah, Saudi Arabia Nissan Full time

Position title:
**Agent, Call Center (Saudi National)**

Reports to:
**Customer Quality Manager**

Department:
**Dealer Network Development, CQ & Training KSA NSC**

**JOB PURPOSE**:
The Call Center Agent will play a vital role in enhancing the overall customer experience by providing exceptional service and support to inbound callers. The individual will be responsible for addressing customer inquiries, resolving complaints, and providing accurate information regarding Nissan products and services. This role requires effective communication skills, a strong customer-centric approach, and the ability to work in a fast-paced and dynamic environment.

**KEY ACCOUNTABILITIES**:
**Description**:
**Performance indicators**:
Key Responsibilities:
Handle inbound calls promptly and professionally, addressing customer inquiries and concerns with a focus on resolving issues effectively. Provide accurate information about Nissan products, services, promotions, and any related queries as per company guidelines and policies. Document all customer interactions and maintain detailed and accurate records of inquiries, comments, and complaints for further analysis and follow-up. Utilize communication and problem-solving skills to de-escalate potentially challenging situations, ensuring a positive and satisfactory resolution for the customer. Collaborate with other team members and departments to ensure seamless communication and a unified approach to customer service. Stay updated with product knowledge, company policies, and procedures to provide up-to-date and precise information to customers. Adhere to call center operational standards and contribute to achieving performance targets, including call handling, resolution, and customer satisfaction metrics. Participate in ongoing training sessions and development programs to enhance skills and stay abreast of industry best practices.

**JOB CONTEXT**:
**Operating environment**:
Nissan has experienced strong growth in vehicles sales in KSA historically. However, due to changes in the distribution setup, Nissan's market share has suffered in recent years. Nissan still commands a strong brand image and aims to turn around its sales performance to become one of the top-selling brands in KSA. As part of this effort, Nissan is setting up its own national sales company (NSC).

**Communication and working relationship**:
The job requires effective relationship with

NSC Sales and AS teams CQ and Dealer Call Centre teams

**JOB REQUIREMENTS**:
**Educational background, qualifications**:
**Experience, other skills**:

- High school diploma or equivalent; bachelor's degree preferred.
- Previous experience in a customer service or call center environment is advantageous.
- Excellent verbal and written communication skills in both Arabic and English.
- Strong problem-solving abilities and a customer-centric approach to handling inquiries and complaints.
- Ability to work effectively in a team-based environment and collaborate with colleagues from diverse backgrounds.
- Proficiency in using CRM systems, call center software, and Microsoft Office Suite.
- Ability to work in a fast-paced and dynamic environment, demonstrating adaptability and resilience.
- Strong attention to detail and the ability to multitask efficiently.

**Computer skills/languages**:
Microsoft Outlook, Word, Excel, PowerPoint, CRM systems

**KNOWLEDGE AND SKILLS**:
Required level:
Attentiveness

3

Clear communication skills

4

Knowledge of the Product

2

Time management skills

4

Goal-oriented focus

4

Closing ability

3

**COMPETENCIES**:
Required level:
Purposeful leadership

2

Compelling brand values

4

Employee engagement

4

Customer Connectedness

4

Saudi Arabia

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