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. We think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. From our offices in Maastricht in the Netherlands, we 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 an important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The function

We are looking for new people for the following services for our customers in the Benelux Region:

Roadside Assistance

Customers experiencing a vehicle breakdown can contact the Service 24 hours department for roadside assistance 365 days per year, 7 days a week and 24 hours a day. Employees answer incoming calls from customers requiring assistance. Details are collated and entered into a computerized system. In case the problem can’t be solved by telephone, the employee contacts the nearest dealer who will send out a technician. The philosophy is to ensure the customer is mobile again as quickly as possible.

Working hours: 24h shift system from Monday to Sunday (incl. evening, night and weekend shifts).

Customer Service
The Customer Service department serves all customers and prospective customers by handling all inquiries and complaints for the entire range of Mercedes-Benz and smart vehicles. All inquiries and complaints are handled by telephone, mail, fax or e-mail. You are responsible for after-sales service issues, technical and product topics and general company related inquiries. As a Customer Service Representative you are the most important interface between the customer and the Daimler organization. You insure that customer concerns and queries are dealt with adequately; manage our services to customers and transfer product knowledge.

Working hours: shifts from Monday to Friday between 8 am and 8 pm.

Requirements

• Excellent understanding of Customer satisfaction;
• Excellent knowledge of Dutch, both written and spoken;
• Very good spoken knowledge of French (written skills for French can be an asset);
• Good knowledge of English (corporate language);
• Ability to work in structures, to prioritize, analyse and coordinate your day to day;
• Empathy and negotiation skills;
• Open-minded to a diversity of cultures;
• Computer literacy;
• Flexible in working in shifts;
• Act as our Brand ambassador.

We offer

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

Benefits

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

• Definite contract for 1 year, with an option to an indefinite contract afterwards.
• Full-time basis of 40 hours per week, however part-time basis can also be discussed;
• Working hours Roadside Assistance: shift system from Monday to Sunday (incl. evening, night and weekend shifts).
• Working hours Customer Service: shifts from Monday to Friday between 8 am and 8 pm.
• We provide an extensive 4-week initial training and a follow up buddy program of 2-3 months;

The procedure

In case of interest, please apply with CV and motivation letter in your fluent language by clicking the 'Apply button'.
In case of questions or remarks, please do not hesitate to contact me by the following mail address: flexpoint.wellens@daimler.com