Customer Service Agent - English Speaker

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. 

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

What we’re looking for:

• 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 located 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).

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.