Customer Quality Specialist
2 weeks ago
The Customer Quality will be the focal point between Nissan Motor Egypt, Call Center and Dealers' Network to maximize performance and enhance customer journey.
Main Responsibilities
Ensure the implementation of Nissan Sales & Service Way (NSSW)
Support other departments in interdepartmental projects involving CQ
Follow up on the efficiency of Back & Front office activities (external supplier) to reach customer service KPI’s & SLA’s.
Analyze and report of Customer complaint with action plan execution with concerned functions.
Handle all customers complaints’ claims and highly escalated ones through all channels.
Support CRM system and technical issues with Nissan Motor Egypt Network.
Study voice of customer results and root cause of weaknesses to recommend needed trainings for dealers’ network.
Qualifications and relevant experience
Bachelor's degree in business administration or relevant
1-3 years’ experience in Customer service, Automotive background is an advantage
Fluency in English and Arabic languages
Competencies
Highly co-operational, assertive in communication, strong influencing skills
Ability to handle complexity and work on multiple tasks parallel
Ability to plan and search for alternative solutions to emerging problems
Outsourced supplier management skills is an advantage
Strong User of MS Office tools (Excel, Word, PowerPoint)
Experience in CRM / Call Center software usage is an advantage
Good presentation skills
Excellent written and verbal communication skills
Ability to work within cross-functional / Cross-Cultural team members
Giza Egypt
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