Customer Service Coordinator

At Nissan, we’re not just building cars, we’re revolutionizing mobility. We believe that every individual possesses a unique set of skills and passions that can be harnessed to drive innovation and shape the future of the automotive industry. Our global impact is fueled by dedicated minds, crafting and delivering innovation since 1933. For over 90 years, our core belief in doing what others don’t has driven innovation and excitement for our customers, shaping Nissan into the business it is today. We are not just a company - we're a movement, pushing boundaries and embracing the spirit of “Defy Ordinary”.

We are now looking for a Customer Service Coordinator to join Nissan's eNEST business division (Netherlands, Belgium, Norway, Denmark, Sweden) at our Sweden office.

How you can contribute and have an impact?

• Monitor, coordinate and manage Customer Engagement Center performance (production and quality) in line with agreed KPIs
• Monitor and manage CEC compliance with agreed processes & management instructions
• Monitor and manage CEC performance to identify training needs and support training delivery for training delivered by Nissan
• Lead liaison between business, legal and CEC provider
• Cross functional participation in customer satisfaction processes ensuring two-way follow-up with CEC
• Be communication link for CEC to financial & invoicing partners
• Support Care Coordinator with vehicle off road process to ensure vehicles are repaired as soon as possible
• Ensure all agents and authorized repairers have appropriate access to “dealer case management” in Salesforce
• Liaise with relevant stakeholders and monitor Salesforce case management to ensure smooth and prompt handling and resolution of all case types (information request, telematics and complaint incl. redelivery and buyback)
• Monitor commercial and technical goodwill in accordance with annual budget and report abnormalities
• Support implementation of customer relationship management strategy, guidelines, processes, and policies
• Support with CEC related communication to agents and authorized repairers

What are we looking for:

• Minimum 3 years professional experience preferably within the automotive industry
• Experience within an international, matrix organisation is highly advantageous
• Higher education at Bachelors’ level
• Excellent MS Office skills, knowledge of Siebel and Salesforce is an advantage
• Background in CEC management or automotive CRM ideal
• Supportive mindset
• Positive sense of urgency and ability to prioritize
• Systematic and self-initiative working approach
• Ability to adopt instructions and handle several tasks simultaneously
• Good teamwork skills and readiness to give and receive feedback
• Good presentation skills
• Fluency in Swedish and English is a must
   

Nissan believes the power comes from the inside, the diversity and well-being of its employees is key to success. People are our most valuable assets, and diversity and inclusion are the key to maximizing the power of each individual member of our team. Nissan is committed to be a truly diverse, equitable, and inclusive company that empowers everyone to bring their best, most authentic selves to work. Respecting each person, their opinions and value is when we can drive innovations that make a difference. 

Our future vision and ambition is "Together We Empower Mobility and Beyond" for a cleaner, safer and more inclusive world. 

Kista Sweden