Customer Resolution Champion

Company Description

At MSX International, we’ve been partnering with leading automotive companies for over 25 years, helping them enhance their retail strategies and streamline operations. Our expertise in areas like dealer performance, repair optimization, and consumer engagement positions us as a trusted partner in the evolving mobility industry.

Job Summary

The Customer Resolution Champion is a senior role for professionals with more than 8 years of relevant experience in complaint management, automotive service operations, dealership coordination, or customer experience. The role requires strong technical understanding, mature stakeholder handling, and the ability to resolve complex and escalated cases while mentoring teams and driving closure excellence.

Key Responsibilities

• Own and manage critical, sensitive, and escalated customer complaints.
• Handle complex customer concerns, including recurring technical and service issues.
• Assess complaints from customer service and technical perspectives.
• Drive resolution through coordination with dealerships, service teams, OEM stakeholders, and internal functions.
• Ensure correct case assignment, escalation, monitoring, and closure through the CRM platform.
• Maintain strong CRM discipline, documentation quality, and status visibility.
• Follow up with dealerships and senior stakeholders to remove bottlenecks.
• Manage difficult customer conversations with confidence and empathy.
• Support root-cause analysis and recommend corrective actions for recurring issues.
• Guide junior team members on complaint handling and closure quality.

Experience Required

• More than 8 years of relevant experience in automotive customer service, complaint resolution, dealership operations, aftersales support, or customer experience management.
• Strong exposure to escalations, OEM-dealer coordination, and process improvement is preferred.

Skills and Competencies

• Strong automotive technical knowledge.
• Excellent communication and stakeholder-management skills.
• Escalation management, conflict resolution, and high ownership.
• Analytical thinking, mentoring ability, and strong CRM discipline.

Qualifications

Educational Qualification

• Graduate in any discipline from a recognized university.
• Preferred: Degree or Diploma in Automobile/Mechanical Engineering or related field.
• Postgraduate qualification in management, customer experience, or operations will be an advantage.

Additional Information

MSX International has been a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations. With a strong foundation built on Dealer Performance Improvement, Repair Optimization, and Consumer Engagement, we empower businesses by integrating people, processes, and technology to drive measurable success. As the mobility industry undergoes rapid transformation, MSX International stands as a catalyst for innovation, equipping clients with cutting-edge tools and deep industry expertise to navigate evolving market dynamics. MSX International remains the go-to partner for leading automotive OEMs, offering innovative, research-driven strategies to elevate retail operations and accelerate business growth.