Customer Experience Specialist

Customer Experience Specialist

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

The main objective is the effective and efficient management of all types of phone calls, with the aim of providing a quality service and/or scheduling appointments at dealerships (based on the project), generating satisfaction, in a spirit of excellence.

The role's operations are mainly carried out in three areas: the effective and efficient management of assigned phone calls, the possible management of the consultants' agenda for customer appointments at dealerships, and the compilation of reports.

Responsibilities of the position:

• Manage the best assigned contacts with the aim of setting an appointment, in the case of contact activities with customers with expiring contracts, and to collect the greatest number of information, in the case of unsold follow-up contact activities,
• Follow the contact, through the established process and the correct contact phases, until reaching a closure status,
• Communicate with dealerships via email in case of exception appointment request and appointment pre-notices,
• In the case of contact activities with customers with expiring contracts, manage the best consultants' agenda for customer appointments at dealerships, following the guidelines provided by the Manager,
• Manage in an effective and efficient way the compilation of interview reports of all types of phone calls, with the aim of providing a quality service.

Qualifications

The ideal candidate possesses a strong predisposition to work in teams and for objectives, excellent interpersonal skills, initiative spirit, and determination in achieving results.

They must also possess:

• A university degree,
• Excellent use of the PC and the entire Office package,
• Driving license,
• Excellent ability to manage the relationship through various communication tools,
• Interpersonal skills and high communication ability,
• Organization and time management,
• Result orientation,
• Analytical thinking and problem solving,
• Initiative spirit,
• Strong predisposition to work in teams and for objectives.

Additional Information

Workplace: Marghera (VE)

MSX is an employer that respects equal opportunities and positively encourages applications from qualified candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy or maternity. As users of the "Disability Trust" program, we guarantee an interview to all disabled candidates who meet the minimum criteria for the vacant position.