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 42 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 customers mobility guarantee availability 24 hours a day, 365 days a year. The Retail Service department supports technical and product related competencies for CAC, Mercedes-Benz and external parties.

The function

Where will you work?

Become the head of Business Standards & Training for our global Mercedes-Benz Customer Contact Center (CCC) organization. In that role, you and your team members (approx. 30) will be in a key position to elevate the CCC business to a new level.

Quality Management is essential to leverage customer satisfaction; it is our understanding that excellent outcome results from excellent processes. Quality Management is the driving force to enable these results. You will have the opportunity to design our new Quality strategy – thinking from customers’ perspective - and to incorporate into the global operational business units. Your quality team takes care of all quality assurance programs and frameworks, ISO 9001 certification, steering models, monitoring measures, coaching methodologies and follow-up actions.

Next to it, you will be responsible for our Knowledge Management – how does that support a luxury experience? The team retrieves knowledge from multiple sources across the entire Mercedes-Benz corporate, bundles it and brings it to the spot of customer contact. Innovative knowledge solutions improve the agents’ support in direct customer conversation by enabling immediate solutions to our customers and saving their precious time. Not only this, we build up new channels to provide the knowledge directly to customers (“customer self-services”) – and you will be part of that journey!

Last, but not least, you will head the Training Department – from training strategy, and implementation of state-of-the-art Learner Management System to conceptualizing training portfolios up to conducting train-the-trainers or end-user trainings – all in!

We want you to be a leader:

• Lead, inspire, challenge & develop your team members
• Provide strategic direction & prioritization
• Develop your team on collective and individual employee level, exploit full potentials of their talents & potentials
• Convey the message and be an effective communicator
• Control the demand for team resources from other departments and projects (consultancy, SME support)
• Guarantee that the agreed-upon goals are achieved
• Achieve budget based on yearly financial planning, quarterly adapted targets & forecasts
• Comply with all company and location-wide regulations and guidelines valid for the area of responsibility

Your key value contributions:

• Focus all your activities on customer experience and satisfaction
• Develop a new holistic quality strategy and implement it
• Define a training strategy, implement a new LMS and safeguard day-to-day training business
• Help to implement Customer Self-Services in line with the overall Mercedes-Benz strategy
• Liaise with all internal and external stakeholders to support the strategic and operational realization of your business goals

Requirements

Who are you?

• Leadership and people management skills, experience as a team leader of advantage
• Ability to coach and mentor employees
• Ability to set and share clear directions and vision to the team members
• Strongly oriented to Customer Satisfaction
• Entrepreneurial approach & strategic thinking
• Expertise and experience in Quality Management
• Ownership and independent thinking
• Experience in project management
• Ability to manage complexity and communicate on different levels
• Ability to manage high pressure and stress
• Proficient in English written and spoken, German of advantage

We offer

What do we offer?

You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary.

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 traveling 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

Please use the application button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application. The application period will end on February 3rd, 2023.

For more information about the role, please contact the recruiter Sandra Besseling via

sandra.besseling_nies@mercedes-benz.com