Customer Relations Escalation Specialist

Company Description
At
MSX International
, a North American multinational and
leading consultancy in the automotive sector
, we have more than 500 experts across Spain and Portugal dedicated to designing and implementing innovative solutions that optimize our clients' business processes and results.

With over 25 years of industry experience, our
multilingual and multicultural Consumer Engagement division
operates with a proactive and dynamic mindset. Our diverse team consistently brings fresh ideas, makes informed decisions, and collaborates closely to ensure every client feels valued and fully satisfied with the exceptional service we deliver.

Job Description
Are you passionate about resolving complex customer issues with empathy and precision?
We are looking for a
Customer Relations Escalation Specialist
to manage and resolve complex customer cases that require escalation beyond the first line of support. In this role, you will be a key contributor to maintaining the reputation of a prestigious global brand by delivering high-quality, fair, and customer-centric resolutions, always aligned with the brand's terms and policies. You will also support continuous improvement by identifying trends, proposing process enhancements, and mentoring frontline colleagues when appropriate.

Your Daily Tasks Will Include

• Investigate and resolve escalated customer cases with a focus on quality, fairness, and timeliness.
• Apply policy, contractual terms, and case-specific judgment to reach balanced resolutions.
• Communicate clearly and empathetically with customers in writing and occasionally by phone.
• Liaise with internal stakeholders (e.g., Legal, Operations, Product) to gather insights and input for case handling.
• Maintain structured documentation in case management systems.
• Identify recurring issues and provide feedback to improve internal processes and customer experience.
• Support 1st line advisors with guidance and coaching on handling challenging or sensitive cases.

What We Offer

• Permanent contract from day one.
• Salary: €24-26,000 gross per year.
• Telecommuting policy of up to 50% of the monthly working hours after the adaptation period (approx. 3-6 months).
• Be part of a great team of professionals in an internationally consolidated company.
• Gain a global vision of the automotive sector by interacting with clients, suppliers, consultants, and dealerships.
• Possibility to join the Flexible Compensation Plan (medical insurance, transport card, meal card, training...).
• 23 working days of vacation per year, as stipulated by the collective agreement.
• Additional incentives for employee referral programs, internal trainers, new business opportunities, etc.

Qualifications

• You have a C1 level of English and are fluent in either Swedish or Dutch.
• You are preferably available full-time.
• You will be working from our Barcelona office in a 50% hybrid position, with the first 3-6 months approx. fully on-site for the adaptation period. Our office is located at Carrer de la Constitució, 2, 1ra planta, 08960 Sant Just Desvern, Barcelona.
• Previous experience in customer service, preferably in an escalation or case-handling role.
• Strong written communication skills.
• Excellent analytical and problem-solving abilities.
• Ability to interpret and apply policy, terms, and legal frameworks.
• Calm and professional under pressure.
• Strong sense of empathy and customer advocacy.

Nice To Have

• Experience with CRM and case management tools (e.g., Zendesk, Salesforce).
• Familiarity with consumer rights or regulatory frameworks.
• Multilingual abilities.

Additional Information

Do you think you're the ideal person for this position? We want to meet you Apply now, and we'll review your application.

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
• Repair Optimization & Compliance
• Learning Solutions
• Distribution & Sales Performance

Our proven track record means that we now partner with almost every car manufacturer on the market.

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.