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 Service department we are responsible for the global escalation (2nd level) for technical enquiries about parts for Mercedes-Benz passenger cars. The supported entities consist of the Mercedes-Benz local headquarters, general distributors and logistic centers. Furthermore, the specialist role is to liaise with internal and external partners for resolving complex issues.

Tasks and Responsibilities:

• Resolve incoming support requests, incidents and problems in the required languages
• Resolve escalated technical parts enquiries for Mercedes-Benz passenger cars
• Appropriate usage of available resources and documentation of business related activities in relevant system (eg. ticketing system)
• Identify, escalate or resolve complex issues when necessary
• Proactively and continuously monitor workload to ensure timely investigation and response to support requests
• Proactively identify, analyse and resolve or escalate problems and situations applying personal expertise and accrued knowledge
• Is able to provide feedback with proposed solutions to business partners influencing product/system specification and policy
• Is able to steer process change requirements to business partners
• Ensure quality improvements within supported services
• Uses out-of-the-box thinking to develop alterfluent solutions when established processes are not sufficient.
• Proactively steers analytical reasoning and problem solution amongst colleagues
• Recognises when issues or problems pop up more than once and takes appropriate action after accurate analysis.
• Proactively supports the daily market steering of the team by taking decisions and bearing the respective resonsibility

Requirements

Job requirements:

• Excellent communication skills (B2B)
• Near-fluent in German and English, both verbal and in writing
• Expert skills in customer support and problem solving
• Expert affinity with IT - Computer literate (MS Windows Office)
• Expert affinity with the car trade and technology
• Advanced knowledge of Daimler products and their parts is an advantage
• Advanced knowledge of interactions between tools and support systems
• Is capable of handling expert tasks in combination with regular workload without detriment to own stress level
• Uses expert knowledge, training and experience to come to root cause in problem solving
• Acts as a “brand ambassador”
• Supports strategic direction even if in conflict with own view
• Checks and corrects erroneous data content in systems where encountered or prompts responsible party to amend
• Expert knowledge of XENTRY Portal Parts Information (XPPI)/Iparts and parts structure is beneficial”

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.