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

The Diagnostic Helpdesk (DHD) 1st level team is the first point of contact for delivering worldwide support in relation to tools, processes and licenses for onboard diagnosis software within the areas of the Mercedes CAR & VAN Group. The Jobholder’s role is to support the users with issues occurring while using the platforms and/or to provide information about the products and their functionalities.

Tasks & Responsibilities :

• Handle incoming work (phone calls, 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 in regards to tools (web applications) and processes; investigate reported problems
• Accurately document work related activities in the relevant ticketing system according to established policies and procedures
• If necessary, coordinate with internal/external stakeholders to resolve complex enquiries and complaints related to the scope of support
• Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service
• Buddying/training tasks mentoring of junior staff

Requirements

• Excellent knowledge of German, both written and spoken
• Fluency in English (corporate language)
• Excellent understanding of customer satisfaction and problem solving
• Strong communication skills (B2B & B2C), both written and verbal
• Strong analytical skills
• Strong affinity with IT - Computer literate (MS Windows Office)
• ‘Can-do’ and proactive attitude
• Strong identification with the Daimler organization, its products and its vision & strategy
• Knowledge of automotive technology and Daimler Development, Production and Aftersales Processes and Applications is an advantage

We offer

We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:                    

• Definite contract of 1 year, with option to permanent contract afterwards
• 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
• Collective health insurance at discounted rates
• Pension plan
• Transportation plan: free bike every 3 years or; free public transport or; contribution to fuel costs
• A “tailor made” individual development plan

Working hours: Monday to Friday dayshifts between 06:00 - 20:00.

Full time job of 40hrs/week.

The procedure

References :

- General information on the XENTRY Diagnosis Systems: Link to Diagnosis-World

- Setup of the current Diagnostic System: Link to Video

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 2708

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 2708.