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CQ & DND Section Manager NMEF

2 months ago

Dubai, United Arab Emirates Nissan Motor Corporation Full time
Position: CQ & DND - Section Manager NMEF

Location: Dubai

Grade: EVP-97

Mission & Main Objectives:

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 comnplaints management and escalation processes; including tracking, escalating and managing Connected Car Services (CCS) complaints and issues

Main tasks and responsibilities (Scope : tasks related to both NISSAN and INFINITI)

  • Strategy creation and execution
  • 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
  • Finance
  • 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
  • People Management
  • Weekly meeting with respective Manager to discuss contractor performance, training and deliverables;
  • Operational Processes and Tools
  • 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
  • Innovate
  • 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
  • MAJOR ACTIVITIES
  • 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

Country Specifics

NISSAN : NMEF markets

INFINITI : I-ME Markets

KPIs

  • Case resolution
  • Case closure
  • Hot alert closure
  • Case closure satisfaction

NMEF Customer Quality Assistant Manager

Dubai United Arab Emirates