Purpose of the role: The Customer Service Agent will serve as the primary point of contact for OEM vehicle owners, addressing and resolving all requests related to their vehicles, whether owned or leased through a subscription. The agent will represent the OEM in interactions with customers, ensuring prompt and effective resolution of requests while maintaining high standards of service. The agent will also focus on continuously improving the quality of service to meet customer satisfaction and project goals.
Responsibilities:
Handle Driver Requests: Manage driver inquiries through multiple channels, ensuring the identification and understanding of the request.
Remote Assistance: Identify and address the root causes of the assistance requests.
Record Customer Contact: Maintain records of all customer contacts to track activities.
Data Management: Input relevant customer data into the case management system.
Team Collaboration: Participate in team meetings, share personal results and feedback, and contribute to team achievements and targets.
Process Improvement: Continuously work to improve the efficiency and quality of process workflows.
Documentation: Prepare, update, and archive all required documents, templates, and records. Attend meetings as required, providing personal results and feedback.
Main Responsibility: Deliver the best customer support in line with project guidelines. Apply MSX business knowledge and methodology to provide a high-quality business service. Implement corrective and preventive actions to ensure project objectives are met. Clearly and promptly document and share best practices with teams to enhance customer handling.
Requirements:
Strong interpersonal skills with a persuasive and negotiation-focused attitude.
Excellent communication skills across a variety of channels, including interpreting verbal and non-verbal communication.
Conflict resolution skills, with a team-oriented approach to resolving disagreements positively.
Problem-solving skills, with logical thinking to break down complex issues and develop solutions.
Adaptability to manage time pressure and changing priorities.
Resilience, discipline, pragmatism, and punctuality in work tasks.
Flexibility and proactivity in handling multiple tasks, planning, and creating contingency plans.
Ability to communicate effectively with MSX executives and work in multi-disciplinary, multi-cultural teams (empathy is a plus).
Proficient in MS Office365 applications (basic knowledge of PowerPoint and Excel).
Basic knowledge of the automotive industry, including both sales and aftersales processes, is a plus.
Offer:
You will be part of a great team of professionals in an internationally consolidated company. You will acquire a global vision of the automotive sector, interacting with customers, suppliers, consultants, and dealers. MSX Bazaar: Collective purchasing portal with great discounts for employees. Possibility of Flexible Compensation (medical insurance, transportation card, meal card, training...). 23 working days according to the collective agreement + 3 extra days. Additional incentives for employee referral programs, internal trainers, new business opportunities, etc. Remote work policy of up to 50% of the monthly working days. Salary: 22,000 € - 24,000€ gross per year in 14 payments.
About MSX International: MSX International is a North American multinational consulting firm specializing in the automotive industry. We are headquartered in Detroit, although we are present in 80 countries. We currently have more than 5,000 professionals working on different projects. Focusing on the IBERIA market, we have more than 30 years of service and commitment in the peninsula (Spain and Portugal). Thanks to this, today we have offices in Madrid, Barcelona, and Valencia; and more than 500 people putting all their knowledge in the field. MSX International offers equal opportunities regardless of gender, race, disability, age, sexual orientation, religion or beliefs, marital status, pregnancy or maternity.
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