Oorspronkelijke vacature omschrijving:

The organisation

Our Customer Assistance Centre (CAC) in Maastricht (The Netherlands) looks after our Mercedes-Benz customers and Mercedes-Benz authorised dealerships from both inside and outside of Europe. Our passion is to drive customer service and quality to the next level because we know that happy customers make loyal customers. That's why we're seeking Italian-speaking Customer Service Representatives to join our Top End Vehicle (TEV) team in Maastricht.

Our office is located close to the beautiful Maas River and it is less than less than a 1.5km walk from Maastricht Train Station. The route is also well served by buses and cycle paths. There is free on-site parking. We have an on-site Barista and a lovely canteen which serves delicious breakfast and lunch options.

The function

As an Italian-speaking Customer Service Representative within our Top End Vehicle (TEV) team in Maastricht, you will ensure that you offer a quality service and that our customers retain their passion for Mercedes-Benz.

What does a typical week look like?

You will steer, monitor, and escalate cases of a specific Mercedes-Benz customer group. With your pro-active attitude, you handle roadside assistance and workshop visits and actively coordinate escalation in order to reduce the downtime of the vehicles in scope (while in the workshop or on roadside) to an absolute minimum.

You support or resolve customer inquiries, complaints or incidents, in accordance with our policies, procedures and targets. You provide the customer with the best long-term satisfaction possible in a timely, effective, and accurate manner. You will handle inbound calls, emails and case follow ups while managing your existing customer queries in accordance with The Mercedes-Benz Way.

Next to these tasks, you support operations and workshops to ensure that the parts delivery is organized by fastest means possible. You will communicate with various departments to guarantee that every procedure runs efficiently in order to maximize the quality of the customer experience.

You are in the lead to arrange priority treatment for replacement vehicles and you maintain relationships with the contact partners within the Mercedes-Benz Group AG organization internal and externally.

About your new team

The Top End Vehicle (TEV) team supports customers in six different languages within the area of customer service, connected mobility services & roadside assistance. The goal of the team is to deliver on our luxury strategy, by supporting customers with the vehicles such as EQE, EQS, S-Class, SL, GLS and G-Class. It is a multinational team, with a focus on three different areas. due to the diversity of this role, you will not get bored!

In order to be successful in this role and within this team, you need to be highly perceptive, customer focused and able to understand and manage customer expectations.

Requirements

Here in Maastricht, we are recruiting for an Italian-speaking Customer Service Representative with a passion for customer satisfaction. What do you bring?

• Prior experience in a customer service or similar role (preferably in a contact centre environment). This is a senior role, so previous, relevant experience is essential to be considered a competitive candidate.
• Proficiency in using customer support software and CRM systems
• Fluent Italian skills (both written and verbal) and excellent English skills (both written and verbal)
• Pro-active attitude and troubleshooting mindset when facing complex cases/situations
• Empathic, maintaining relationships and seeking for customer satisfaction
• Ability to work independently on your own casework but collaboratively within your team
• Thinking ‘out of the box’ and seeking appropriate solutions
• Open to relocate to the area of Maastricht, The Netherlands

We offer

Get ready to join us as an Italian-speaking Customer Service Representative within our international dream team! Here's what's in store for you at our Mercedes-Benz CAC in Maastricht:

• A gross monthly starting salary €2885 gross per month (net: approx. €2370 per month) based on 40 hours per week:
• Working hours: Monday-Friday daytime
• An annual holiday allowance of 200 hours (based on full-time employment)
• An 8% holiday allowance (paid out annually each summer)
• Personal performance-based incentives and an annual company performance-based bonus.
• Free, on-site parking.
• A flexible hybrid working model (once you are fully trained up and competent)
• An attractive relocation package which covers your travel and living expenses for your first six weeks (in accordance with Mercedes-Benz CAC relocation package regulations).
• An extensive training programme and a tailor-made professional development plan.
• Travel to work expenses based on your personal situation and distance from the office (bike purchase/lease, public transport or mileage).
• A thriving social club and free on-site fitness classes.
• A discounted collective health insurance policy.
• A non-contributory pension plan.

The procedure

Is this your dream job in the Mercedes-Benz CAC in Maastricht? We can’t wait to hear from you! Please click on the ‘apply now’ button and upload your CV.

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