Our home base is the Mercedes-Benz Customer Assistance Center Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.
1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.
For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.
Quality department
As our potential new joiner you will be one of eight multicultural colleagues. You will be responsible for your own market / field of responsibility. We value and support each other on a business level and we make every day count. All of this is not possible without having fun while executing our jobs. At the end of the day we work with people.
As a Quality Coach you are part of the Customer Operations department which is in charge for all Customer Contacts of Mercedes-Benz in Europe. In this role you support the individual Customer Service Representative (CSR) by analyzing their customer interactions, transfer the outcome into a report and delivering feedback to improve the quality. Coaching on soft skills is an important part of the job. As a Quality Coach you are people focused and able to deliver feedback by showing excellent coaching skills.
The Operational Quality Management department is responsible for achieving operational quality assurance by analysis of customer feedbacks and translating them into operational improvement areas. Objective is to identify, resolve and improve operational quality, preparing and completing action plans; implementing quality measures through quality coaching’s to CSR's and dedicated feedback to operational managers.
The Quality Coach is responsible to translate the corporate quality strategy into actions hence supporting the markets with quality measurements and activities allowing them to sustainably reach their targets in terms of customer satisfaction.
Responsibilities
• You monitor all customer interactions, inbound- outbound calls as well as written communication on quality according to our Quality Concept.
• You analyze, collect and process information regarding customer satisfaction surveys and internal indicators, in order to improve Customer Satisfaction and to match the Quality Standards of the Company.
• You support Markets on an CSR level by delivering excellent coaching and ensures that Company Policies, Processes and Quality Standards are followed.
• Proceed to give feedback and coaching sessions to the CSR's upon detected need or ad hoc request by the Operational Manager / CSR and document it.
• Prepares quality documentation and reports.
• Propose and define Action Plans to the management to improve CSR's performance and Enhance Overall Quality.
Who are you?
• Knowledge of coaching methods
• Higher vocational /university degree
• Ideally experience with lean management and knowledge of COPC standards
• Independent thinking and acting
• Conceptual and analytical thinking
• Preferably experience in a coaching role within a customer service environment
• Fluent or near fluent in English and preferably fluent in another European language
What do we have to offer you?
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.
Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.
In addition, we offer a comprehensive relocation package.
Location:
We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for traveling to other areas of the continent.
Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.
Does this role fit your expectations for a new challenge, please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. You can respond to the vacancy until January 28th, 2022. We look forward to hearing from you!
For data privacy reasons we can only accept applications via the mentioned application process.
For more information about this vacancy please contact Manon Gosler-Bongaerts:
manon.gosler-bongaerts@daimler.com