Customer Service Agent L2 French

**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, whether owned or leased through a subscription. **The agent will represent the OEM in interactions with customers**, ensuring prompt and effective resolution of cases while maintaining high standards of service.

**Responsibilities of Senior Customer Service Agents**:
Main responsibilities are:

- Handle Driver Requests: manage driver inquiries through multiple channels, ensuring the identification and understanding of the issue, both of easier or more complex customer cases.
- Transversal Communication: act as the primary liaison between the OEM, OEM departments, and dealerships, identifying which department or stakeholder is best equipped to resolve the issue.
- Complex Case Management: Handle escalated and more intricate cases, requiring a deep understanding of the issue and the ability to provide well-thought-out solutions.
- Collaborative Resolution: work closely with internal and external teams to resolve cases, ensuring smooth communication and a timely resolution.
- Continuous Case Monitoring: track the progress of complex cases from initiation to closure, ensuring that all actions are logged, and follow-up steps are taken where necessary.
- Contribute to the creation and updating of knowledge bases, FAQs, and training materials for customer service agents.
- 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.
- Process Improvement Feedback: provide feedback on recurring issues or inefficiencies to help improve the overall customer support process and reduce the need for escalations in the future.
- 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.

**Main duty is to**:

- Deliver the best possible customer support in line with project guidelines.
- 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.

**We look for you if**:

- **
Native French** Language is essential
- Good level of **Spanish** and **English **is required
- ** Strong interpersonal skills** with a persuasive and negotiation-focused attitude
- Excellent communication skills to effectively communicate across various departments and levels, both within the OEM and with external partners, to achieve the best case-resolution.
- Ability to assess complex cases thoroughly and make informed decisions based on available information.
- Multitasking: manage multiple complex cases simultaneously while maintaining a high standard of service.
- Attention to Detail understand all aspects of complex cases to avoid miscommunication and ensure accurate documentation.
- Strong problem-solving skills, with logical thinking to break down complex issues and develop solutions.
- Conflict resolution skills, with a team-oriented approach to resolving disagreements positively.
- Adaptability to manage time pressure and changing priorities. Resilience, discipline, pragmatism, and punctuality in work tasks.
- Ability to communicate effectively with MSX executives and work in multi-disciplinary, multi-cultural teams (empathy is a plus).
- 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, Monday - Friday.
- 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**

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