Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international, multicultural organization and an integrated part of Mercedes-Benz. In our offices in Maastricht, we think and act globally, and govern Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known brands like Mercedes-Benz, AMG, smart, 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 inquiries about passenger cars, and vans during our opening hours. For our customers, we are maybe the most important connection to the Mercedes-Benz brand.

In order to serve our customers in the best way possible, the Knowledge Management Team globally manages content in our knowledge management system and on customer-facing channels. Our content covers Mercedes-Benz products and Customer Contact Center service areas (Roadside Assistance, Customer Service, and Connected Mobility Services).

The function

As a Knowledge Management Specialist, you work with the knowledge management team and internal and external stakeholders to ensure the correct knowledge is available to our agents and customers worldwide. You develop content that is findable, usable, consistent, and reliable.

Your role

• You write, edit, and review content for multiple channels, e.g., product and customer service content for our agents and websites globally.
• You help provide answers to customer questions and ensure our agents know which actions to take, thereby improving the customer experience. To do this, you interact with various departments within Mercedes-Benz, such as customer service, roadside assistance, technical team, and research and development.
• You closely monitor existing content according to our KPIs and industry best practices and propose improvements, e.g., optimize the content for search engines (SEO).
• You ensure that content is available in-line with the needs of our customers and agents, and are able to adapt your timelines accordingly.
• You continuously optimize content by implementing feedback from agents and customers.
• You develop and contribute ideas in regards to chatbot content management.
• You act as an ambassador of the Knowledge Management organization to all of our stakeholders.

Requirements

Who are you?

• You have a passion for language and enjoy writing. No grammar or spelling error remains undiscovered by you.
• You preferably have a training in communication or in a language, and/or experience in content editing. SEO experience or skills are considered as a plus.
• You master the English language fluently. Other language skills are a plus.
• You have an understanding of the concept of knowledge management.
• You sense the (sometimes hidden) needs of the customer.
• You are flexible and can adapt well.
• You can work independently and as part of a team.
• You are a critical thinker and dare to give your opinion.

We offer

What do we have to offer?

You will join a multicultural, innovative, and informal international working environment with interesting conditions, both primary and secondary. It is important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.

Furthermore, a health insurance at discount rate, a company bonus (variable payment), and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package.

Location:

We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for travelling to other areas of the continent.

Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

The procedure

#BePartOfUs

Does this role fit your expectations for a new challenge, then 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. You can respond to the vacancy until & including 30-10-2022.

For data privacy reasons, we can only accept applications via the above process.

For more information about this vacancy please contact Sandra Besseling via sandra.besseling_nies@mercedes-benz.com