Oorspronkelijke vacature omschrijving:

The organisation

We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues we work to create the ultimate customer experience not only for the drivers of our vehicles but in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

The function

We are an international team that is the pivotal point between our valued customers and Mercedes-Benz. We work alongside our internal partners on various outbound campaigns and provide a platform for our customers to engage in a personal dialogue. The open feedback is channeled to the relevant stakeholders, to reflect the actual customer experience.

We are a self-organizing team and enjoy a high level of independence. At the same time, we know our responsibilities and love to contribute to the luxurious experience our customers should have. We provide individual, proactive, and emphatic customer care with the aim of improving customer satisfaction and brand loyalty.

What will be your tasks & responsibilities?

• Contacting customers, showing empathy in order to enhance customer satisfaction
• Make balanced decisions concerning compensation given to customers
• Work within guidelines and processes, but retain flexibility to deviate from these guidelines and processes when required.
• Thorough investigation in customer background prior to making outbound call.
• Share information in the database and inform team members and other relevant parties
• Signalize bottlenecks in processes and guidelines and suggest solutions
• Provide customer feedback to OM for further distribution and handling
• Manage own caseload

Requirements

Who are you?

• Excellent language skills in English
• Fluency in any other European language is a plus.
• Strong focus on sustainable customer satisfaction
• Excellent communication skills, in particular empathy and listening skills
• Problem solving through customer focus
• Able to identify and act to customer reaction in an appropriate manner
• Previous outbound calling experience is beneficial
• Stress management – handling workload and demanding customers
• Accuracy with data handling
• Quick thinker
• Team player
• Good computer skills

We offer

What do we offer?

• Multicultural, dynamic and international working environment
• Working hours: Monday – Friday 08:30 – 17:00
• Salary based on 40 hours/week: 2885 gross (net: approx. 2370)
• An extensive initial training of up to 3 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
• Company result oriented bonuses
• 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

The procedure

#BePartOfUs

Is this the right job for you? Then upload your application documents including CV and letter of motivation in English via the link.

For data protection reasons, we do not accept applications by e-mail. Please use the link provided for your application.