Section Manager Regional Customer Contact Center

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 H...