Oorspronkelijke vacature omschrijving:

The organisation

We are currently transitioning from a car manufacturer to a networked mobility provider and customer relation becomes fragile across the vehicle lifecycle.
In order to scope the various means to engage in multichannel sales, we analyzed four different sales/distribution models, and we are now introducing a new Online Sales Model, where the MPC offers one marketplace that allows to compare offers among participating dealers. And to support this online sales model, MBCAC was chosen to perform the lead generation, customer initial conversation and online journey steering for MBAustria.

The function

Your role as a Senior CSR for Online Sales within the ICOMH Team will be:
Resolve customer inquiries, complaints, problems or requests 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 while performing specialist tasks. Besides conduct Online Sales activities in a fast and competent manner.

• Handle and prequalify Multi-Channel inbound inquiries via Phone, Chat and email (including central campaign leads) for Sales and Financial services on a national and international basis.
• Create and process cases, enquiries and complaints, e.g. general product questions, consult of vehicle search and configuration, explain platform functionalities, explain finance and leasing process, explain online sales process
• Handle Sales and F&I outbound activities (e.g. lost sale follow up, test drive booking, technical support on the online sales portal)
• Sales follow-up call coordination
• Redesign activities
• Follow up on cases
• Handle 1st and 2ndlevel escalations
• Buddy and highlight bottlenecks
• Participate in international complaint handling or international case handling team as well as complaint handling for the Austrian and Suisse market
• Perform quality checks
• Participate in improvement processes
• Participation in area of blended services
• Escalate critical customer leads to Customer Contact Supervisor
• Provide efficient and professional service level as well as customer consultancy according to Mercedes-Benz brand image and business development center processes and guidelines (e.g. proactive offering of services)

Requirements

• Minimum 1 year working experience in customer qualification or reception in automotive, call center and/or service industry
• Native in a German language
• Customer oriented mindset, consulting and service orientation through service-oriented thinking, acting and speaking
• Basic knowledge of sales and aftersales process in the automotive retail
• Solid knowledge of Mercedes-Benz products (sales and aftersales), financial products, customer communication and customer acquisition
• Pro-active in seeking customer satisfaction
• Highly developed communication skills both verbal and written
• Affinity with online language (chat)
• High stress threshold, avoiding the temptation to react without thinking
• Interpersonal skills in an appreciative manner with clients and colleagues
• Ownership and independent thinking
• High sense of responsibility
• International team player
• Ability to take decisions/create solutions when faced with complex cases/situations
• Ability to multitask when required
• Strong willingness to buddy others and highlight bottlenecks
• Application of accuracy and case completeness in all cases
• Strong focus on competencies, self-improvement, analytical thinking and self-reflection
• Basic MS-Office Skills
• Nice to have: system skills in cutomer data management, lead management, CRM, DMS systems

We offer

The opening hours for Online Sales support are from Monday to Saturday, 08h00 - 20h00