The Customer Service Agent will serve as the primary point of contact for OEM (Oriniginal Equipment Manufacturer) vehicle owners, addressing and resolving all issues related to their vehicles. The agent will represent the OEM in interactions with customers, ensuring prompt and effective resolution of cases while maintaining high standards of service.
Main responsibilities are:
Handle Driver Requests: manage driver inquiries through multiple channels;
Act as the primary liaison between the OEM, OEM departments, and dealerships;
Complex Case Management: Handle escalated and more intricate cases;
Continuous Case Monitoring;
Case Escalation: determine when a case needs to be escalated to higher levels or specialized teams and ensure that the escalation process is followed properly;
Customer Satisfaction Assurance: Ensure that even in the most complex cases, the customer experience remains positive, and satisfaction levels are maintained according to project KPIs.
We look for you if:
You are native/bilingual Italian speaker;
Have a good level of Spanish and English (B2) is required;
You have at least 1 years of experience in Customer Service, Customer Relations, or related positions;
Have strong interpersonal skills with a persuasive and negotiation-focused attitude;
Excellent communication skills;
Ability to assess complex cases;
Can manage multiple complex cases simultaneously;
Strong problem-solving skills; conflict resolution skills;
Adaptability, resilience, discipline, pragmatism, and punctuality in work tasks;
Proficient in MS Office365 applications (basic knowledge of PowerPoint and Excel).
Basic knowledge of the automotive industry, including both sales and after-sales processes, is a plus.
Understanding consumer protection legislation and automotive warranty systems is an advantage
What do we offer you?
Full-time indefinite contract. 40 hours a week.
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, relating to customers, suppliers, consultants and dealers.
MSX Bazaar: Shopping portal exclusive for MSX employees.
23 days of Vacations + 3 extra days.
Internal training plan .