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

As Customer Service Agent  you will  support our customers to ensure the quality of the services provided through different channels (email, phone, etc).

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.

• You are a native/advanced Italian speaker;
• You have a good level of English (B2) is required;
• You have at least 2 years of experience in Customer Service, Contact Center, Customer Relations or related positions;
• You have strong interpersonal skills with a persuasive and negotiation-focused attitudeand excellent communication skills;
• You have ability to assess and manage complex cases, with strong problem-solving skills;
• You are proficient in MS Office365 applications (basic knowledge of PowerPoint and Excel);
• You have basic knowledge of the automotive industry, including both sales and after-sales processes, is a plus.

Additional Information

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 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.

As an industry leader, we cover the following fields:

• Warranty & Technical
• Part & Services
• Channel Management
• Fleet & Mobility
• Customer Engagement

MSX is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy or maternity. As users of the disability confident scheme, we guarantee to interview all disabled applicants who meet the minimum criteria for the vacancy.