Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Centre is an international multicultural organisation and an integrated part of Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centres all over the world.

More than 45 different nationalities add diversity, culture and new perspectived to an luxury brand which is dedicated to maintaining satisfied customers and achieving high quality levels. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

The function

You will be handing and taking ownership of incoming work (e-mails, tickets) from B2B customers and responding to their queries in a timely and professional manner. In addition, you will be:

• Analysing and investigating reported issues with XENTRY Portal, making use of acquired knowledge and available tools.
• Collaborating with your team-mates to spot trends and patterns and working together to find solutions or workarounds.
• Providing information and assistance concerning XENTRY Portal functions and investigating problems related to system errors.
• Accurately documenting work-related activities in the relevant ticketing system according to established process.
• If necessary, coordinating with internal stakeholders to resolve complex enquiries and complaints about supported products.
• Ensuring that all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.

What is XENTRY Portal?

XENTRY Portal (xentry.mercedes-benz.com) is a comprehensive platform that supports the retailers during the entire workshop process. It bundles the most relevant After-Sales applications and makes them available with Single Sign-On to allow quick access to all vehicle-relevant data for all divisions.

Who do we support?

Service Advisors and Parts Specialists in the workshops/dealerships and XENTRY Portal users in the MOCs (Market Operation Centres). We provide global support in 10 languages (English, German, Dutch, French, Portuguese, Italian, Spanish, Chinese, Polish and Japanese).

Requirements

Who are You?

• For this position, we are looking for any of the following essential language combinations:

-Germanand English

-German andItalian coupled with English

-Germanand Spanish coupled with English

-ItalianandSpanish coupled with English

• If you speak any other language combinations fluently, we would also be interested to consider you for any future vacancies: Dutch, Portuguese, Spanish, Chinese, Polish or Japanese.
• Our ideal candidate is willing to be our Brand Ambassador. They are highly perceptive, customer focused and able to understand and manage customer expectations.
• Good communication (B2B) skills are essential, both written and verbal.
• Due to the nature of our business the candidate needs to have a good understanding of, and strong affinity with computers (Windows ® applications, web browsers etc.), as well as installation of software and configurations of networks. Some interest in, and basic knowledge of automotive technology and Mercedes-Benz Aftersales Applications is an advantage.
• Superior analytical skills, ability to anticipate upcoming issues and find solutions, pro-activeness and ability to work independently are key requirements.
• Our fast moving and dynamic environment requires flexibility and ability to work according to established processes, guidelines and policies without detriment for own stress.
• As we believe in the strength of doing things together, teamwork is an essential part of our daily business. Therefore, we aim for candidates with an enthusiastic and inspiring personality.

If you identify yourself with this profile and would like to be part of our successful team, don’t hesitate to apply for the position!

We offer

We offer you a hybrid job in a multicultural and informal international working environment:

• Definite contract for 1 year
• Starting salary: €2693 gross per month
• Working hours: Monday-Friday dayshifts
• 200 vacation hours (based on full time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance based annual salary growth
• Results oriented bonuses
• Collective health insurance at discounted rates
• Pension plan (non contributory)
• Transportation plan: free bike every 3 years or; free public transport or contribution to fuel costs
• A “tailor made” individual personal development plan

The procedure

Is this your dream job in the Mercedes-Benz CAC in Maastricht? We can’t wait to hear from you! Please click on the ‘apply now’ button and upload your CV.

For GDPR purposes, we cannot accept applications via any other method. #BePartOfUs