**Customer Service Agent L2 - French in Madrid**
**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.
**Responsibilities of Senior Customer Service Agents**:
**Main responsibilities are**:
- Handle Driver Requests: manage driver inquiries through multiple channels.
- Complex Case Management: Handle escalated and more intricate cases, requiring a deep understanding of the issue.
- Continuous Case Monitoring.
- Case Escalation: determine when a case needs to be escalated to higher levels or specialized teams.
- 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**:
- **
Native/bilingual French** Language is essential
- Good level of **Spanish** and **English (B2)**is required
- At least** 2 years of experience**in Customer Service, Contact Center, Customer Relations or related positions
- Strong interpersonal skills with a persuasive and negotiation-focused attitude
- Excellent communication skills
- Ability to assess complex cases
- Manage multiple complex cases simultaneously
- Strong problem-solving skills
- Adaptability, resilience, discipline, pragmatism, and punctuality in work tasks
- Ability to communicate effectively with MSX executives and work in multi-disciplinary, multi-cultural teams
- 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 general 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