Voice Of Customer Support Analyst - Remote Eligible

Voice Of Customer Support Analyst

At Nissan, we don't just build cars — we're revolutionizing mobility. We are a global leader in the automotive industry with an outstanding track record in innovation, and today we are looking for talented people like you to join us on this exciting journey.

Join our team as Voice Of Customer Support Analyst to manage and solve customer complaints, coordinating special project requests, and ensuring exceptional customer service. This role involves close collaboration with TCS Engineers, dealership personnel, and various internal departments to address and resolve quality concerns and product-related issues. The analyst will handle customer inquiries, document interactions, and participate in special projects, all while maintaining high standards of communication and efficiency.

You will:

• Address customer concerns: Follow up on customer feedback from the Quality Connection Survey (QCS) regarding vehicle quality issues, ensuring timely and effective resolution.
• Support engineering projects: Assist the engineering team with special project requests, including conducting customer interviews and coordinating appointments between customers, Nissan engineering, and dealership personnel.
• Customer follow-up: Maintain regular communication with customers within established guidelines, updating consumer affairs files with accurate documentation.
• Collaborate with departments: Work closely with service managers, parts departments, warranty and product assurance departments, and Tech line to resolve customer issues in compliance with company and legal standards.
• Data review: Analyze internal data to support the repair process of customer vehicles.
• Coordinate interviews: Organize and facilitate special engineering requested scramble interviews with Nissan owners, engineers, and dealership personnel.
• Parts investigation: Coordinate with engineering and dealership personnel to ship parts to the Field Quality Center (FQC) for further investigation upon engineering request.
• Data analysis: Perform detailed data analysis using advanced Excel skills, including formulas and pivot charts.

You need:

• Bachelor's degree in related field.
• 3+ years of previous experience in customer service as an asset, preferably in the automotive sector.
• Advance English level.
• Strong organization, project management, workflow management, and process improvement skills.
• Proficiency in Microsoft Office, and advanced Excel skills including formulas and pivot charts, SharePoint, Power Apps, and Power Automate is a plus.

You can expect from the role:

• Hands on in various customer experience projects.
• Collaborate in cross functional teams with a quality mindset.
• Work in a multicultural and multidisciplinary environment.
• Professional growth according to skills and performance.