Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht, The Netherlands, we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra 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 enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

The EQ Operational Specialist is placed in Operations and reports directly to the Operation Manager responsible for AMG, EQ and Maybach dedication, 3rd level and BoM-team.

The EQ Operational Specialist assures that downtime of EQ vehicles on roadside or in the workshop is reduced to the absolute minimum. Next to this they will support the Customer Service to resolve inquiries, complaints or problems reported by EQ customers. S/he will work closely with the colleagues of AMG and Maybach dedication.

The function

• Monitoring, steering and escalation of EQ customer’s 24h and CS cases
• Pro-active S24h and workshop visit monitoring/steering and actively coordinate escalation between MPC/S24h coordinator/ASD and HQ/EQ Product Managers/Specialists
• Support and resolve customer inquiries, complaints or problems, in accordance with MB CAC and departmental policies, procedures and targets, in order to provide the customer with the best long term satisfaction possible in a timely, effective and accurate manner
• Support CAC Operations and workshops to ensure that parts delivery via ELC/GLC is delivered by fastest means possible (involves parts expert)
• Involves technical expert at HQ/EQ Product Management to advice MPC and workshops on diagnosis and repairs
• Closely monitor case handling single EQ vehicles that have multiple breakdowns within short period
• Delegate actions to CAC operational managers to ensure escalations and timely actions
• Support regular reporting for HQ/EQ Product Management with Cognos reporting
• Ensure process adherence of non-CAC countries contact centres with escalation processes and expatiated service
• Assist with arranging priority treatment for replacement vehicles

Requirements

• Experience in Customer Service is needed
• (Basic) technical knowledge and affinity
• Fluent English and/or German speaker
• Any other language will be an added value (French, Italian, Spanish)
• Willing to work in shifts between 07:30 and 18:00 (Mo-Fr)
• In –depth knowledge of process and products
• Pro-active in seeking 'customer satisfaction'
• Ability to take decisions/create solutions when faced with complex cases/situations
• Highly developed communication skills both verbal & written
• Is an international team player
• Awareness of intercultural differences/specifics
• Is able to work with deadlines
• Sets priorities adequately
• Can effectively work with a minimum of supervision
• Shows ‘can do’ mentality
• Stress resistant
• Uses facts to convince others. Avoids communication on an emotional level
• Ability to think and act on a tactical, as well as strategic level (experience in project management is an advantage)
• Thinks ‘out of the box’, is solution oriented
• Willing to learn Daimler processes and systems
• Knowledge of Daimler & MB Organization (Sales and After Sales) internal and externally
• Maintain relationships with the contact partners within the Daimler & MB Organization internal and externally (e.g. HQ, MOC, GLC/ELC/LC)

We offer

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

• Attractive salary based on previous experience;
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs;
• Collective health insurance at discounted rates;
• Pension 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: as our offices are situated in Maastricht, a relocation to the region might be necessary. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.

The procedure

Please use the “apply” button to upload your English CV and Letter of motivation and any other documentation that adds value to your application.

To data privacy reasons we cannot accept any applications sent by email. Please be so kind to use the link provided.