Customer Service Agent L2 French

hace 1 día

Madrid, España MSX INTERNATIONAL A tiempo completo

**Senior Customer Service Agent - French**

**Do you have experience in customer service through Contact Centers and are you ready to face new challenges?**

**This is your role at MSX**

**Objective of the position**:
The **Senior 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 French** speaker;
- Have a good level of **Spanish** and **English (B2)**is required;
- You have at least 2 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;
- 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**.

**Who are we?**

With over 5,000 employees based in more than 80 countries across the globe, our teams provide industry leading expertise that spans:

- Consumer Engagement
- Parts, Accessories & Service Performance
- Actionable Insights
- Diagnostics & Repair Enhancement
- Warranty and Repair Efficiency
- Technical Information
- Learning Solutions
- Sales Performance

Building trust since 1931, our proven track record means that we now partner with almost every car manufacturer on the market.

**The MSXI Purpose**

To empower Movers and Makers to thrive in our ever-changing world

**The MSXI Vision**

To be clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry

**The MSXI Mision**

We harness our expertise in mobility, the creativity of our global teams and the power of technology to craft tailored, sustainable and innovative solutions

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