Oorspronkelijke vacature omschrijving:
The organisation
The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.
The function
As part of Retail Service, XENTRY Support is the first point of contact for delivering worldwide assistance to the retailer network and external entities (e.g. independent workshops) using applications, diagnostic equipment and software supplied by Daimler’s aftersales division, Global Service and Parts (GSP/O).
Tasks and responsibilities of the XENTRY Support User Helpdesk (UHD) are:
Handle incoming work (phone, email, tickets) from B2B customers and respond to the queries in a timely and professional manner
Analyze and investigate issues making use of acquired knowledge and available tools
Provide information and assistance with regards to XENTRY Hardware and Software, coordinate repair and exchange-service of the diagnostic equipment, investigate problems related to the installation of updates on components, provide support in case of issues with initial network configuration, etc.
Accurately document work related activities in the relevant ticketing system according to established policies and procedures
If necessary, coordinate with internal stakeholders to resolve complex enquiries and complaints about supported products
Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
Requirements
Excellent knowledge of Chinese, both written and spoken;
Fluent in Dutch or any other European language can be an asset;
Fluency in English (corporate language);
Excellent understanding of custumer satisfaction;
Strong affinity with Computers (Windows ®), including installation of software and configurations of networks;
Basic knowledge of automotive technology and Daimler Aftersales Applications is an asset;
Superior analytical skills, ability to anticipate on upcoming issues, pro-activeness and ability to work independently are key requirements;
Our fast moving and dynamic environment requires flexibility and ability to work according to established processes, guidelines and policies without detriment for own stress.
We offer
We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:
Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
200 vacation hours (based on full time employment)
Holiday allowance: 8% of annual salary
Competitive performance based salary growth
Result oriented bonuses
Employee Car Program: discount on new or used Daimler brand cars
Collective health insurance at discounted rates
Pension plan
Transportation plan: free bike every 3 years or; free public transport or or; contribution to fuel costs
A “tailor made” individual development plan
The procedure
References :
General information on the XENTRY brand: ALL LANGUAGES
Animated Information of current Diagnostic Generation: ENG / DEU
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.
For more information about this vacancy please contact the Recruitment Office on +31 43 356 2266
