Posted 8 hours ago
Complaint Support Manager
MSX InternationalComplaint Support Maanger
Requirements
Technical expertise in automotive repair terminology, Experience managing escalated customer cases, Ability to interpret technical concerns for mechanics, Proficiency in CRM usage
Skills
CRMAutomotiveTechnical Support
About the role
Responsibilities
- Managing and responding to escalated customer cases
- Handling technical complaints re-directed by OCC Customer care advisors
- Interpreting customer concerns for auto mechanics to ensure correct diagnosis and repair
- Re-cataloguing customer concerns and comments in the CRM using technical expertise
- Translating customer repair problems into standard repair terminology
- Managing customer interactions within defined SLAs
- Providing in-depth information regarding aftermarket and OEM part options
- Tracking "comebacks" to ensure problem resolution to customer and dealership satisfaction
- Advising customers about warranty protections and potential cost savings
- Performing quality assurance and random sampling within the process
- Providing generalized technical training to OCC advisors on a weekly or monthly basis
About the Company
MSX International is a trusted partner to leading automotive OEMs and mobility companies worldwide, providing strategic support to transform retail operations through Dealer Performance Improvement, Repair Optimization, and Consumer Engagement.
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MSX International · Gurugram
