Our home base is the Mercedes-Benz Customer Assistance Center Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales.
1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.
For over 20 years Mercedes-Benz CAC aims to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company.
Quality department
As our potential new joiner you will be one of eight multicultural colleagues. You will be responsible for your own market / field of responsibility. We value and support each other on a business level and we make every day count. All of this is not possible without having fun while executing our jobs. At the end of the day we work with people.
The Quality Officer is responsible to translate the corporate quality strategy into actions, supporting the markets with quality measurements and activities that are in line with the local quality concept. The goal is to guide the markets to sustainably reach their targets in terms of customer satisfaction.
Tasks & responsibilities:
• Monitor all types of customer interactions.
• Gather process and analyze information regarding customer satisfaction surveys and internal indicators.
• Play a supporting role in customer complaint handling.
• Ensure that the Markets follow processes and procedures, as well as quality standards and quality concept.
• Provide feedback & coaching sessions to the Customer Service Representative (CSR)/Technical Service Representative (TSR), upon detected need in accordance with the quality concept.
• Responsible to prepare quality documentation and reports.
• Propose and define action plans to the management to improve CSR’s/TSR’s performance.
• Ensure that the quality management software is up to date.
• Organize internal and interdepartmental calibration sessions.
• Support markets with data protection enquires.
Who are you?
• Higher vocational /university degree
• Understanding of quality management principals and standards
• Coaching experience within a customer service center
• Connect Mobility experience is a plus
• Exceptional communication skills
• Approachable and supportive attitude
• Data-driven mindset
• Independent thinking and acting
• Conceptual and analytical thinking
• Fluent language skills required by the market
What do we have to offer you?
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s 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 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.
Does this role fit your expectations for a new challenge, 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 December 14, 2021. We look forward to hearing from you!
For data privacy reasons we can only accept applications via the mentioned application process.
For more information about this vacancy please contact Manon Gosler-Bongaerts:
manon.gosler-bongaerts@daimler.com