Job Description
Job Title Section Manager Regional Customer Contact Center
Department: Customer Excellence (CQ)
Function: Section Manager RCCC
Legal Entity: NMEF
Location: Dubai UAE
Level: EVP - 7
Direct Manager: DGM - Customer Quality
Managers: Manager DGM - Customer Quality
Functional Reporting: GM Customer Excellence
Mission & Main Objectives- Supervise outsourced team of Regional Customer Contact Center (RCCC) agents and agency to support delivery of seamless customer experience for NISSAN and INFINITI customers
- Ensuring resolution of customer concerns following defined NMEF - NSC complaints management and escalation processes;
- Track, escape and manage Connected Car Services (CCS) complaints and issues
- Problem solving resource and support in coordination with related NMEF / I-ME and NSC functions
- Support Voice of Customer issues such as tracking and resolution of Hot Aler...