Job Description

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 solid 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 solid CRM discipline, documentation quality, and status visibility.




Follow up with dealerships and senior stakeholders to remove bottlenecks.
Manage difficult customer conversations with confidence and empathy.
Support root-cause analysis and recommend corrective actions for recurring issues.
Guide junior team members on complaint handling and closure quality.

Experience Required
More than 8 years of relevant experience in automotive customer service, complaint resolution, dealership operations, aftersales support, or customer experience management.
Solid exposure to escalations, OEM-dealer coordination, and process improvement is preferred.

Skills and Competencies
Robust automotive technical knowledge.
Excellent communication and stakeholder-management skills.
Escalation management, conflict resolution, and high ownership.
Analytical thinking, mentoring ability, and strong CRM discipline.

📌 Customer Resolution Champion Gurugram (India)
🏢 MSX INTERNATIONAL
📍 India