Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. More than 25 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customer mobility are available 24 hours a day, 365 days a year. The Retail Services department supports technical and product related competencies for the CAC, Daimler and external parties.

The function

The Mercedes-Benz Service24h department is available 365 days per year, 7 days a week and 24 hours a day for customers in need of roadside assistance.

Employees answer inbound customer requests for roadside assistance in the customer’s fluent language and offer help on the phone or coordinate assistance through Mercedes-Benz authorized service providers.

The philosophy is to ensure the customer is mobile again as quickly as possible.

Requirements

Your responsibilities

• Employees answer incoming calls from customers requiring assistance.
• Details are collated and entered into a computerised system. In case the problem can’t be solved by telephone, the employee contacts the nearest dealer who will send out a technician.
• We follow up and coordinate the case and keep the customer update.
• The philosophy is to ensure the customer is mobile again as quickly as possible.

• Higher vocational education
• Mother tongue Italian
• Fluent English
• Knowledge of Spanish language is an advantage
• Good written and verbal skills
• Advanced negotiation skills
• Computer literacy
• Knowledge of Italian culture and geography
• Experience in customer care
• Good understanding of customer satisfaction
• Team player
• Open-minded to a diversity of cultures.
• Ability to prioritize, analyze, plan and coordinate on high volumes

We offer

Working hours 35 hours a week, shifts including nights (2-3 days a month) and weekends.

Work in a growing international company in a young, ambitious, professional and dynamic environment.

Collective health insurance at discounted rates, self-development opportunities, result-oriented bonus (variable payment) and pension plan are just some of the secondary benefits of working with us.

The procedure

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.

For more information about this vacancy please contact the Recruitment Office, Manon Gosler-Bongaerts by email: manon.gosler-bongaerts@daimler.com