Oorspronkelijke vacature omschrijving:

The organisation

Who are we?

Mercedes-Benz is well recognized as industry leader in luxury service and high quality products, pushing the meaning of automobile excellence to new boundaries. You can trace the timeline of Mercedes-Benz all the way back to 1885 when Karl Benz invented the first automobile - cementing Mercedes-Benz a place in history.

We know what you’re thinking, over 100+ years is a long time to be in the business. So what’s our secret? We constantly strive to find ways to balance tradition with innovation. Mercedes-Benz Customer Assistance Center, Maastricht is no exception. For the last 20 years our aim has been to provide the best quality customer service not only in Europe, but all around the world. But maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company. That is why we are always looking for bright new sparks to join us. If that could be you, read on!

The function

Where will you work?

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.

In this role, you 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.

You are responsible for the following tasks:

• You answer incoming calls from customers requiring assistance.
• Details are collated and entered into a 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 the communication and coordinate the case and keep the customer update.
• The philosophy is to ensure the customer is mobile again as quickly as possible.

Requirements

Who are you?

• Higher vocational education
• Fluent Spanish speaker, excellent grammar and verbal skills
• Good knowledge of English (company language)
• Minimum of 2 years working experience in call center environment and customer care
• Advanced negotiation skills
• Strong focus on customer satisfaction
• Adding cultural and qualitative value to service
• Knowledge of Spanish culture
• Good understanding of customer satisfaction
• Team player
• Open-minded to a diversity of cultures
• Ability to prioritize, analyze, plan and coordinate on high volume
• Open to relocate to the area of Maastricht, The Netherlands

We offer

What do we have to offer?

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

• Definite contract for 1 year, with option to permanent contract afterwards
• An extensive initial training of up to 4 months
• A “tailor made” individual development 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
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
• Collective health insurance at discounted rates
• Non-contributory Pension plan

This is a role for 37,5 hours a week. You will work in a four week shift rotation. Your shift planning is ongoing, so you know exactly when you have your days off during the year.

The procedure

#BePartOfUs

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.

When you apply, you will be forwarded to an online assessment, also to give you more insights in the role. Good luck!