Customer Service Agent

Job Title: Customer Service Agent

Platform/Business Unit: Location: Madrid, Barcelona, Alicante

External Relationship

Location: Madrid, Barcelona OR Alicante

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’s satisfaction and project goals.

Main responsibilities are:
- 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 all the Customer contact in order to track the 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.
- 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.

**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).
- Basic knowledge of the automotive industry, including both sales and aftersales processes, is a plus.

About MSX International

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