Customer Resolution Champion
- Location Gurugram, HR, in
- Experience 8+ yrs
- Job type Full-time
- Posted 6 Oct 2026
- Qualification Diploma
You will be taken to MSX International’s own careers page to apply. Job ID 3743990015910825.
Job description
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 Champion is a senior role for professionals with more than 8 years of relevant experience in complaint management, automotive service operations, dealership coordination, or customer experience. The role requires strong technical understanding, mature stakeholder handling, and the ability to resolve complex and escalated cases while mentoring teams and driving closure excellence.
Key Responsibilities
- Own and manage critical, sensitive, and escalated customer complaints.
- Handle complex customer concerns, including recurring technical and service issues.
- Assess complaints from customer service and technical perspectives.
- Drive resolution through coordination with dealerships, service teams, OEM stakeholders, and internal functions.
- Ensure correct case assignment, escalation, monitoring, and closure through the CRM platform.
- Maintain strong CRM discipline, documentation quality, and status visibility.
- Follow up with dealerships and senior stakeholders to remove bottlenecks.