Customer Service Agent L2 French

<p><span><span><b><span><span>Senior Customer Service Agent - French</span></span></b></span></span></p> <p><span><span><b> </b></span></span></p> <p> </p> <p align="center"><span><span><b><span>Do you have experience in customer service through Contact Centers and are you ready to face new challenges?</span></b></span></span></p> <p align="center"> </p> <p align="center"><span><span><b><span>This is your role at MSX!</span></b></span></span></p> <p align="center"> </p> <p><span><span><b><span>Objective of the position:</span></b></span></span></p> <p> </p> <p><span><span><span><span>The <b>Senior Customer Service Agent </b>will serve as the primary point of contact for OEM (Oriniginal Equipment Manufacturer) vehicle owners, addressing and resolving all issues related to their vehicles, whether owned or leased through a subscription. <b>The agent will represent the OEM in interactions with customers</b>, ensuring prompt and effective resolution of cases while maintaining high standards of service.</span></span></span></span></p> <p><span><span><b><span><span><span>Responsibilities of Senior Customer Service Agents:</span></span></span></b></span></span></p> <p> </p> <p><span><span><span><span><span><span>Main responsibilities are: </span></span></span></span></span></span></p> <ul> <li><span><span><span><span><span><span>Handle Driver Requests: manage driver inquiries through multiple channels, ensuring the identification and understanding of the issue, both of easier or more complex customer cases. </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Transversal Communication: act as the primary liaison between the OEM, OEM departments, and dealerships, identifying which department or stakeholder is best equipped to resolve the issue. </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Complex Case Management: Handle escalated and more intricate cases, requiring a deep understanding of the issue and the ability to provide well-thought-out solutions.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Collaborative Resolution: work closely with internal and external teams to resolve cases, ensuring smooth communication and a timely resolution. </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Continuous Case Monitoring: track the progress of complex cases from initiation to closure, ensuring that all actions are logged, and follow-up steps are taken where necessary. </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Contribute to the creation and updating of knowledge bases, FAQs, and training materials for customer service agents. </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>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. </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Process Improvement Feedback: provide feedback on recurring issues or inefficiencies to help improve the overall customer support process and reduce the need for escalations in the future. </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>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.</span></span></span></span></span></span></li> </ul> <p><span><span><span> </span></span></span></p> <p> </p> <p><span><span><span><b><span><span><span>Main duty is to:</span></span></span></b></span></span></span></p> <ul> <li><span><span><span><span><span><span>Deliver the best possible customer support in line with project guidelines. </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Apply MSX business knowledge and methodology to provide a high-quality business service.</span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Implement corrective and preventive actions to ensure project objectives are met. </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Clearly and promptly document and share best practices with teams to enhance customer handling.</span></span></span></span></span></span></li> </ul> <p> </p> <p><span><span><span><b><span><span><span>We look for you if:</span></span></span></b></span></span></span></p> <p> </p> <ul> <li><span><span><span><b><span><span><span>Native French</span></span></span></b><span><span><span> Language is essential </span></span></span></span></span></span></li> <li><span><span><span><span><span><span>Good level of <b>Spanish</b> and <b>English </b>is required</span></span></span></span></span></span></li> <li><span><span><span><b><span><span><span>Strong interpersonal skil