Second Level Agent - Norwegian Speaker

Job description

Are you a Norwegian speaker looking for a new opportunity in Barcelona? 🌍 Join an international team, build your career and work in a dynamic, multicultural environment with a permanent contract and hybrid model 💼 Our Contact Center in Barcelona 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 Barcelona. The role begins with an initial on-site adaptation period. After this phase is successfully completed, the position becomes hybrid (50% remote). You are a native/bilingual Norwegian 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. What we offer: Permanent full-time contract (40 hours/week) Salary: €24,000 gross per year 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 📚 Modern office in Carrer de la Constitució, 1, Sant Just Desvern, Barcelona. 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 International is the world's leading provider of outsourced business solutions for the automotive industry and operates in more than 80 countries. MSX's extensive industry expertise, combined with advanced data analytics and tailored software solutions, enhances the performance of automotive dealer networks by increasing revenue, reducing costs, and improving customer satisfaction.