Customer Service Agent - English

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 a Customer Service Agent, you will be the primary point of contact for OEM (Original Equipment Manufacturer) vehicle owners. Your mission is to manage and resolve customer cases efficiently while representing the OEM with professionalism and ensuring an excellent service experience.

Your main responsibilities:

Manage driver inquiries across multiple channels

Handle complex and escalated cases requiring deeper issue understanding

Monitor open cases continuously until resolution

Identify when a case requires escalation to higher-level or specialized teams

Ensure a positive customer experience throughout all interactions, even in challenging situations

Maintain customer satisfaction levels in line with project KPIs

Qualifications

What we’re looking for:

You are a native/bilingual English speaker;

You have a good level of English (C1-C2) is required;

You have at least 1 year of experience in Customer Service, Contact Center, Customer Relations or related positions;

You have strong interpersonal skills with a persuasive and negotiation-focused attitude and 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.

What we offer:

Permanent full-time contract (40 hours/week)

Salary: €22,000 gross per year

Hybrid work: up to 50% after training

23 vacation days + 3 extra company days (26 total)

MSX Bazaar employee discounts portal

Flexible Compensation Plan (healthcare, transport, meal card, training)

Multicultural work environment

Training and development opportunities

Modern office in Carrer de la Constitució, 1, Sant Just Desvern, Barcelona.

This position is based in Barcelona. The role begins with an initial on-site adaptation period. After this phase is successfully completed, the position becomes hybrid (50% remote).

Additional Information

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.