German - Call Center Agent

Company Description

Are you a German speaker looking for a new opportunity in Madrid? 🌍 Join an international team, build your career and work in a dynamic, multicultural environment with a permanent contract and hybrid model. 💼

MSX International is a global leader in automotive business services, operating in more than 80 countries. Our Contact Center in Madrid brings together professionals from different backgrounds and countries, all focused on delivering excellent support and customer satisfaction for major automotive brands.

If you want to grow, learn and be part of an international team, this is your place. ✨

Job Description

As a Customer Service Agent, you will be the primary point of contact for OEM (Original Equipment Manufacturer) vehicle owners. Your mission is to manage and resolve customer cases efficiently while representing the OEM with professionalism and ensuring an excellent service experience.

Your main responsibilities:

• Manage driver inquiries across multiple channels
• Handle complex and escalated cases requiring deeper issue understanding
• Monitor open cases continuously until resolution
• Identify when a case requires escalation to higher-level or specialized teams
• Ensure a positive customer experience throughout all interactions, even in challenging situations
• Maintain customer satisfaction levels in line with project KPIs

This position is based in Madrid. The role begins with an initial on-site adaptation period. After this phase is successfully completed, the position becomes hybrid (50% remote).

Qualifications

• You are a native/bilingual German speaker;
• You have a good level of English (B2-C1) is required;
• You have at least 1 year of experience in Customer Service, Contact Center, Customer Relations or related positions;
• You have strong interpersonal skills with a persuasive and negotiation-focused attitude and excellent communication skills;
• You have ability to assess and manage complex cases, with strong problem-solving skills;
• You are proficient in MS Office365 applications (basic knowledge of PowerPoint and Excel);
• You have basic knowledge of the automotive industry, including both sales and after-sales processes, is a plus.

Additional Information

What we offer: 🎯

• Permanent full-time contract (40 hours/week)
• Hybrid work: up to 50% after training 🏠
• 23 vacation days + 3 extra company days (26 total) 🌴
• MSX Bazaar employee discounts portal
• Flexible Compensation Plan (healthcare, transport, meal card, training)
• Multicultural work environment 🌍
• Training and development opportunities 📚

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy. 

MSX is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, neurodiversity or other personal characteristics and backgrounds, age, sexual orientation, gender reassignment, religion or belief, or marital and parental status. As users of the Disability Confident scheme, we interview all disabled applicants who meet the minimum criteria for the vacancy.