Senior Customer Service Agent- Italian Speaking | Jvv-517

Msx International; Madrid; Presencial; EUR 25.000 - 35.000; Jornada completa

Descripción de la vacante

Una empresa internacionalmente consolidada busca un Agente de Atención al Cliente Senior para ser el punto de contacto principal para propietarios de vehículos OEM. En esta emocionante posición, serás responsable de gestionar solicitudes de los conductores, actuar como enlace entre el OEM y los concesionarios, y asegurar que la experiencia del cliente sea positiva en todos los niveles. Si tienes experiencia en atención al cliente, habilidades interpersonales excepcionales y un enfoque en la resolución de problemas, esta es tu oportunidad para unirte a un equipo profesional y adquirir una visión global del sector automotriz. ¡Aplica ahora y forma parte de un entorno dinámico y colaborativo!

Servicios

Portal de compras exclusivo para empleados

23 días de vacaciones + 3 días extra

Plan de formación interna

Formación

• Mínimo 2 años de experiencia en Atención al Cliente o posiciones relacionadas.
• Habilidades de comunicación y resolución de problemas son esenciales.

Responsabilidades

• Gestionar solicitudes de los conductores a través de múltiples canales.
• Asegurar la satisfacción del cliente en casos complejos.

Conocimientos

Atención al Cliente

Resolución de Conflictos

Habilidades Interpersonales

Comunicación Efectiva

Gestión de Casos Complejos

Adaptabilidad

Habilidades de Negociación

Resolución de Problemas

Educación

Experiencia en Atención al Cliente

Conocimiento Básico de la Industria Automotriz

Herramientas

MS Office365

Descripción del empleo

The Senior 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.

Main Responsibilities:

1. Handle Driver Requests: manage driver inquiries through multiple channels;
2. Act as the primary liaison between the OEM, OEM departments, and dealerships;
3. Complex Case Management: Handle escalated and more intricate cases;
4. Continuous Case Monitoring;
5. Case Escalation: determine when a case needs to be escalated to higher levels or specialized teams and ensure that the escalation process is followed properly;
6. 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.

We look for you if:

1. You are a native/bilingual Italian speaker;
2. Have a good level of Spanish and English (B2) is required;
3. You have at least 2 years of experience in Customer Service, Customer Relations, or related positions;
4. Have strong interpersonal skills with a persuasive and negotiation-focused attitude;
5. Excellent communication skills;
6. Ability to assess complex cases;
7. Can manage multiple complex cases simultaneously;
8. Strong problem-solving skills; conflict resolution skills;
9. Adaptability, resilience, discipline, pragmatism, and punctuality in work tasks;
10. Proficient in MS Office365 applications (basic knowledge of PowerPoint and Excel).
11. Basic knowledge of the automotive industry, including both sales and after-sales processes, is a plus.

Additional Advantages:

1. Understanding consumer protection legislation and automotive warranty systems is an advantage.

What do we offer you?

1. Full-time indefinite contract, 40 hours a week.
2. You will be part of a great team of professionals in an internationally consolidated company.
3. You will acquire a global vision of the automotive sector, relating to customers, suppliers, consultants, and dealers.
4. MSX Bazaar: Shopping portal exclusive for MSX employees.
5. 23 days of vacations + 3 extra days.
6. Internal training plan.

Do you think you are the ideal person for this position? We want to meet you! Apply for the offer quickly and we will review your application.