Customer Resolution Specialist

Company Description

Company Overview:
https://www.msxi.com/en/

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 Specialist is the first point of contact for customer complaints related to sales, after-sales service, and other automotive concerns. The role requires a customer-focused professional with sound automotive technical understanding, strong communication skills, and the ability to coordinate effectively with customers, dealers, and OEM stakeholders.

Key Responsibilities

• Manage assigned complaint tickets received through the call centre.
• Understand customer concerns, including technical vehicle or service issues.
• Capture complete complaint details, vehicle information, and service background.
• Assign tickets to the relevant dealership or stakeholder based on issue context.
• Update all actions, remarks, and progress in the live CRM system.
• Ensure visibility of complaint status for the OEM, dealer, and call centre team.
• Follow up with dealerships for timely action and resolution.
• Communicate progress updates to customers and confirm closure satisfaction.
• Escalate delayed or complex cases as required.

Experience Required

• 2 to 5 years of relevant experience in customer care, dealership support, automotive service, or complaint resolution.
• Experience in CRM-based ticket handling and stakeholder coordination is essential.
• Skills and Competencies
• Good automotive technical knowledge.
• Strong verbal and written communication skills.
• Stakeholder-management and follow-up ability.
• Customer orientation, ownership mindset, and attention to detail.

Qualifications

Educational Qualification

• Graduate in any discipline from a recognized university.
• Preferred: Diploma or Degree in Automobile/Mechanical Engineering or related field.
• Training in customer service, CRM, or complaint handling will be an advantage.

Additional Information

This JD outlines key responsibilities and may be revised based on business needs, process changes, and system enhancements.

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.