Oorspronkelijke vacature omschrijving:

The organisation

Who are we?

The Mercedes-Benz Customer Assistance Center (CAC) is an international multicultural organization and located in Maastricht, in the south of The Netherlands. We think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world.

Mercedes-Benz are well recognized as industry leaders in 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 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 in Europe. 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.

The function

Where will you work?

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.

You are responsible for the following tasks:

• You answer incoming calls from customers requiring inqueries and complaints.
• You insure that customer concerns and queries are dealt with adequately; manage our services to customers and transfer product knowledge.
• You are the most important interface between the customer and the Mercedes-Benz organization.
• You follow up the communication and coordinate the case and keep the customer updated.
• The philosophy is to ensure the customer is happy 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

Working hours

The department is open from Monday to Friday. You will be working 40 hours per week in day shift with a competitive salary.

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!