Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s 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 Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The function

Within the Retail Services department we are responsible for technical enquiries about parts for Mercedes-Benz passenger cars, Vans and Trucks. The supported entities are the Retailers. Furthermore, the specialist role is to liaise with internal and external partners for resolving complex issues. The Technical Retail Support Parts 1st level is the first point of contact for delivering support in regards to technical parts enquiries based on the Xentry Portal Parts job. The supported entities consist of the Mercedes-Benz retail organization in several European countries. Escalations are dealt with internally or delegation to Daimler’s after sales division, manly with the 2nd level functions.

Tasks and Responsibilities:

• Handles delegated tickets/cases from operational sub-level
• Handles escalated topics from sub-level or management
• Identify and escalate complex issues were necessary
• Identifying, escalate or resolve complex issues when necessary
• Supports sub-level operational departments and sub-teams with advanced troubleshooting knowledge and techniques, demonstrating operational best practice to all contact partners within MBCAC and Daimler
• Appropriate usage of available resources and documentation of business related activities in relevant system ( e.g. ticketing system)
• Proactively and continuously monitor workload to ensure timely investigation and response to support requests
• Proactively identify, analyze and resolve or escalate problems and situations applying personal expertise and accrued knowledge
• Is able to provide feedback to business partner influencing product specification and policy
• Is able to signal process change requirements to business partners
• Uses out-of-the box thinking to develop alterfluent solutions when established processes are not sufficient
• Ensures quality improvements within supported services
• Proactively steers analytical reasoning and problem solution amongst colleagues

Requirements

• Excellent knowledge of Dutch and English language; fluent Italian is desirable
• Completed secondary vocational education. High vocational or bachelor level is an advantage, considering potential career opportunities, but is not a hard requirement. Candidates without a degree will be considered given equivalent experience and abilities
• Minimum 2 years of experience within similar area of business
• Advanced affinity with IT and interaction between different tools and systems
• Advanced affinity with the car trade, technology and / or electronic equipment
• Excellent communication skills (B2B)
• Expert skills in customer support and problem solving
• Strong flexibility towards unknown problems and situations based on vast personal experience and accrued knowledge
• Expert overview of products, systems and processes for Retail Service, including processes from headquarters
• Checks and corrects erroneous data content in systems where encountered or prompts responsible party to amend
• ‘Can-do’ and proactive attitude and customer centric approach
• Uses expert knowledge, training and experience to translate problems into solutions
• Open communication style and a culture of feedback
• Is capable of handling expert tasks in combination with regular workload without raising the personal stress level

We offer

We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:

• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
• 200 vacation hours (based on full time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance based salary growth
• Result oriented bonuses
• Collective health insurance at discounted rates
• Pension plan
• Transportation plan: free bike every 3 years or free public transport or contribution to fuel costs
• A “tailor made” individual development plan

The procedure

Please use the “apply” button to upload your CV and Letter of Motivation in English and any other documentation that adds value to your application.

To data privacy reasons we cannot accept any applications sent by email. Please be so kind to use the link provided.