Company Description
MSX International Group is the leading global provider of outsourced business solutions for the automotive industry making business in more than 80 countries. MSXI’s deep industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost, and enhancing customer satisfaction.
Job Description
The Customer Service Agent will serve as the primary point of contact for OEM (Original 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.
The duties you will perform day-to-day basis are as follows:
- 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.
