CQ & DND Section Manager NMEF

Nissan Motor Corporation

24d ago

Job
Full-time
Expert Level
Customer Relations
Dubai
Quick Apply

AI generated summary

You must develop customer care strategies, align with management, manage budgets, track performance, unify processes, handle training, and ensure quality in customer service operations.
You will manage customer support operations, enhance service processes, oversee team performance, ensure customer satisfaction, and handle complaints while aligning with strategic objectives.

Requirements

- Develop Customer Care strategy and objectives according to department's vision and mission and objectives and are clear, obtainable and contain measures of performance
- Develop and maintain customer care objectives
- Ensure that management team is aligned with and support the vision
- Create measurable goals with a realistic timeframe
- Regularly track and monitor progress and address deviations where necessary
- Adjust strategy according changing environment or challenges
- Take part in strategic sessions
- Set out Customer Care budget per financial year by determining the amount of resources required to carry out objectives
- Continuously monitor and track actual spend vs budgeted spend
- Weekly meeting with respective Manager to discuss contractor performance, training and deliverables
- Develop an internal and external customer care and case management process and policy statement on customer service including escalation process internally and across the NSCs
- Communicate, train and coach for quality and customer service standards to relevant staff at the Customer Contact Centre, at the NSCs and NMEF
- Unify CCC processes at NSCs with NMEF processes, receive, report, resolve NSC Call Center performance in a unified and transparent approach
- Manage CCC agent operation Quality such as agents and team leader daily performance, priorities, validate quality reports and listening to agent calls, keep track of daily received cases
- Manage the CCC team performance and daily operations, headcount planning and scheduling, achievement of related KPIs and reports, manage agent training needs
- Design, manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market
- Lead the call center agents for cross-functional support from various departments involved in the problem resolution process
- Re-launch - Closure survey via Sales Force
- Administer Sales Force utilization for CCC which includes creation of reporting templates, users management, system training, process mapping, dashboard creation and report generation
- Problem solving and coordination with related NMEF / I-ME and NSC functions
- Support Voice of Customer issues such as tracking and resolution of Hot Alert Cases
- Develop, update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITI
- Monitor and deliver (if necessary) brand, product, and process related training for CCC agents
- Handle and support all related CCS (connected car services) cases, escalate as required through the prescribed CCS escalation channel, generate CCS related reports, and attend regular meetings with SDSM and related functions involved with CCS
- Ensure Contact Centre is kept up to breast with Contact Centre trends and implement NISSAN growth strategies
- Review processes and KPIs regularly; implement adequate measures and techniques to continuously enhance CCC performance

Responsibilities

- Manages and Co-ordinates the entire operation of the Customer Contact Centre and handles all activities of the Customer Support centre consultants.
- Actively supervises the delivery of seamless customer experience for NISSAN and INFINITI customers.
- Duties include selecting, training, and evaluating the customer Care support personnel.
- Develop and maintain relationships with dealer networks.
- Manage, create, enhance all Customer Care Processes and facilitate all Legal related matters pertaining to Customer Care.
- Responsible for timely and quality problem solving and resolution of customer concerns following defined NMEF - NSC complaints management and escalation processes; including tracking, escalating and managing Connected Car Services (CCS) complaints and issues.
- Develop Customer Care strategy and objectives according to department's vision and mission and objectives and are clear, obtainable and contain measures of performance.
- Develop and maintain customer care objectives.
- Ensure that management team is aligned with and support the vision.
- Create measurable goals with a realistic timeframe.
- Regularly track and monitor progress and address deviations where necessary.
- Adjust strategy according changing environment or challenges.
- Take part in strategic sessions.
- Set out Customer Care budget per financial year by determining the amount of resources required to carry out objectives.
- Continuously monitor and track actual spend vs budgeted spend.
- Weekly meeting with respective Manager to discuss contractor performance, training and deliverables.
- Develop an internal and external customer care and case management process and policy statement on customer service including escalation process internally and across the NSCs.
- Communicate, train and coach for quality and customer service standards to relevant staff at the Customer Contact Centre, at the NSCs and NMEF.
- Unify CCC processes at NSCs with NMEF processes, receive, report, resolve NSC Call Center performance in an unified and transparent approach.
- Manage CCC agent operation Quality such as agents and team leader daily performance, priorities, validate quality reports and listening to agent calls, keep track fo daily received cases; and manage agent and NSC queries.
- Manage the CCC team performance and daily operations, headcount planning and scheduling, achievement of related KPIs and reports; manage agent training needs.
- Design, manage and submit various performance reports explaining the results of all customer requests / complaints handled in relation to the agreed KPI for each market.
- Lead the call center agents for cross-functional support from various departments involved in the problem resolution process.
- Re-launch - Closure survey via Sales Force.
- Administer Sales Force utilization for CCC which includes: creation of reporting templates, users management, system training, process mapping, dashboard creation and report generation.
- Problem solving and coordination with related NMEF / I-ME and NSC functions.
- Support Voice of Customer issues such as tracking and resolution of Hot Alert Cases.
- Develop, update agent scripts / messages to conform with relevant customer communications directive from NISSAN and INFINITI.
- Monitor and deliver (if necessary) brand, product, and process related training for CCC agents.
- Handle and support all related CCS (connected car services) cases, escalate as required through the prescribed CCS escalation channel, generate CCS related reports, and attend regular meetings with SDSM and related functions involved with CCS.
- Ensure Contact Centre is kept up to breast with Contact Centre trends and implement NISSAN growth strategies.
- Review processes and KPIs regularly; implement adequate measures and techniques to continuously enhance CCC performance.
- Business Communication.
- Maintaining levels of quality and excellence.
- Time Management.
- Dealing with customers.
- Customer satisfaction index.
- Client feedback mechanisms.
- Handle customer complaints promptly.
- Proactive follow-up on customer complaints.
- Ensure remedies are implemented.
- Legal case handling i.e. escalation to Legal to avoid liabilities.
- Teamwork.
- Supervisory skills and accountability.
- Work management.
- Project management.
- Financial management and budgeting.
- Managing meetings.
- Managing own responsibilities.
- Conflict Management and people interaction.
- Reporting and presentations.

FAQs

What is the primary location for the CQ & DND Section Manager position?

The primary location for this position is Dubai.

What are the main responsibilities of the CQ & DND Section Manager?

The main responsibilities include managing the Customer Contact Centre operations, ensuring a seamless customer experience, training and evaluating customer care personnel, and coordinating with dealer networks.

What qualifications are required for this role?

While the specific qualifications are not listed, candidates should typically have relevant experience in customer service management, people management, and operational processes.

What is the grade level for this position?

The grade level for this position is EVP-97.

Are there specific KPIs that the CQ & DND Section Manager will need to track?

Yes, key performance indicators include case resolution, case closure, hot alert closure, and case closure satisfaction.

Is there a budget responsibility associated with this position?

Yes, the CQ & DND Section Manager is responsible for setting out the Customer Care budget and continuously monitoring actual spend versus budgeted spend.

How does the CQ & DND Section Manager handle complaints?

The manager is responsible for timely and quality problem solving and resolution of customer concerns, following defined complaints management and escalation processes.

Will the CQ & DND Section Manager be involved in staff training?

Yes, the manager will communicate, train, and coach staff on quality and customer service standards.

What tools and processes will the manager need to implement?

The manager will need to develop customer care processes, case management policies, and manage the utilization of Sales Force for reporting and issue tracking.

Is teamwork emphasized in this role?

Yes, teamwork is a major component of the position, particularly in supporting cross-functional collaboration for problem resolution.

Nissan Motor Corporation

Driving innovation to enrich people’s lives.

Automotive

Industry

10,001+

Employees

1933

Founded Year

Mission & Purpose

Nissan is a renowned automotive manufacturer with a global presence, known for producing a wide range of vehicles including cars, trucks, and electric vehicles. With a focus on innovation, Nissan strives to deliver exceptional performance, cutting-edge technology, and sustainable mobility solutions. Their ultimate mission is to enrich people's lives by providing reliable and high-quality vehicles that cater to diverse customer needs and preferences. Nissan's purpose is to shape the future of mobility, embracing electric and autonomous technologies, while prioritising safety, environmental sustainability, and customer satisfaction. Through continuous research, development, and collaboration, Nissan is committed to creating a sustainable and connected automotive ecosystem that enhances the driving experience and contributes to a more sustainable world.