Customer Quality Specialist

2 weeks ago


مصر, Egypt Nissan Full time

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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