Company Description

MSX has been a trusted partner to leading vehicle manufacturers, their retailers, and mobility organizations globally for more than 30 years. Our unwavering commitment is to help our clients transform their businesses and effectively manage operations in the areas of: Sales Performance; Repair Optimization and Compliance; Parts and Accessories Sales Performance; and Consumer Engagement.
With our global teams, industry expertise, and the power of technology, we design and deliver tailored, sustainable, and innovative solutions and services that help our clients optimize their operations and captivate their customers.

Job Description

Role Purpose

To provide essential customer support for one of our longstanding automotive partners – a leading global vehicle manufacturer.

Working with the dealer network to review multiple customer warranty claims and record findings in a bespoke tracking tool.

Role Scope

• Accept and attempt to resolve enquiries from Customer Dealers (and Customer personnel)
• Record data as required into a bespoke computer application.
• Liaise with Customer Engineers / Staff on all issues associated directly with Prior Approval Helpdesk, obtaining clarification from the Team Leader / Project Management if required
• Write and circulate data to other Helpdesk Engineers / Field Engineers / Project Management / Customer Dealer Staff
• Liaise with Team Leader / Project Management on Vehicle Case Histories, trends, and analysis.
• Liaise with Dealership personnel at all levels.
• Participate in training / product information exchange with appropriate data sources.

Experience

• Previous customer service experience
• Experience in Aftersales (desirable)

Knowledge

• An understanding of the mechanics of a modern motor vehicle (essential)

Skills

• Computer literate (Microsoft Office)
• Ability to listen and communicate technical advice to the customer.
• Polite and courteous customer service skills
• Able to work with minimal supervision and therefore need to be strong self-starter.

Attributes

• Passionate about the automotive industry and eager to build a career.
• Logical thought processes
• Inquisitive
• Capable of non-leading questioning
• Adaptable
• Flexible approach to work
• Interpersonal

Additional Information

Working Pattern and Location

• 40 Hours per week
• Permanent
• Monday-Friday
• Location: Colchester / Hybrid Working

Package

• Up to £30,000 per year
• 25 days annual leave entitlement
• Company contributory pension plan
• Cashback healthcare scheme
• Life Assurance
• Car Salary Exchange Scheme

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.

The MSX Purpose

To empower Movers and Makers to thrive in our ever-changing world

The MSX Mission

To harness our expertise in mobility, the creativity of our global teams, and the power of technology, to craft tailored, sustainable and innovative solutions.

The MSX Vision

To be the clients’ first choice, recognized for our operational excellence and commitment to driving change and innovation in the mobility industry.

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.