Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) in Maastricht, The Netherlands, is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz customers. More than 45 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.

At Mercedes-Benz, we are dedicated to providing exceptional customer experiences. We believe that customer satisfaction is the cornerstone of our success, and we strive to go above and beyond to meet their needs. We are currently seeking passionate and customer-focused individuals to join our Customer Advocacy Team. As a member of this team, you will play a crucial role in ensuring our customers receive outstanding support and assistance throughout their journey with us and you will support us in achieving our strategic target picture.

The function

As a Customer Advocacy Team Member, you will be the second level contact for our customers, working diligently to champion their interests within the organization. You will act as a liaison between our customers and Mercedes-Benz, advocating for their needs, and driving improvements in our products and services. Your goal will be to ensure customer satisfaction, build strong relationships, and contribute to our overall success.

Responsibilities:

• Act as the main point of contact for customer complaints, issues, and concerns, providing prompt and professional assistance via various channels.
• Listen actively and empathetically to customer feedback, demonstrating a genuine desire to understand and address their needs.
• Effectively escalate complex issues to the appropriate parties when necessary.
• Keep accurate records of customer interactions, including complaints, resolutions, and feedback.
• Identify patterns and trends in customer inquiries, suggesting proactive measures to prevent recurring issues and enhance the customer experience.
• Actively assist in the development and implementation of customer-focused initiatives and programs.

Requirements

• Prior experience in a customer service, customer support, or similar role (2+ years) is preferred.
• Excellent interpersonal and communication skills, both written and verbal.
• Excellent Dutch skills (both written and verbal).
• Good English language skills (both written and verbal).
• Excellent French (both written and verbal) would be a plus.
• Solution oriented and proactive mindset.
• Ability to remain calm and composed while handling challenging customer situations.
• Empathy and a genuine passion for helping customers.
• Detail-oriented with excellent organizational and time management skills.
• Ability to work independently as well as collaboratively within a team.
• Proficiency in using customer support software and CRM systems.
• Flexibility to adapt to changing priorities and work in a fast-paced environment.
• Open to relocate to the area of Maastricht, The Netherlands

We offer

• Multicultural, dynamic and international working environment
• Salary based on 40 hours/week: 2776 gross (net: approx. 2250)
• 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
• Lucrative relocation package that covers your travel and living expenses for the first six weeks
• 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
• Working Hours: Monday - Friday 08.30-17.00h
• Possibility of hybrid working (minimum of 2 days at the office, maximum of 3 days from home if you live in the Netherlands)

The procedure

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

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