Oorspronkelijke vacature omschrijving:

The organisation

Connected Mobility Services merges the digital and technical world with our passion for delighting our customers. We dedicate our services to always find customer centric solutions that not only exceed our customers’ expectations but delight them with our knowledge and support during the process. One of the main pillars of these services is Mercedes me connect.

Mercedes me connect combines numerous connectivity services from Mercedes-Benz. Using dedicated apps and websites, these services enable customers to connect with their vehicle at any time and from anywhere. Smartphones, tablets or PC’s can be used to locate their vehicle, remotely operate specific functions, as well as manage vehicle maintenance and user accounts.

The function

• Accept incoming support requests, incidents and problems
• Log all activities in the ticketing tool
• Participate in the setup and the further development of this new business
• Resolve training issues on the phone
• Resolve reported issues according to pre-defined use cases
• Report undefined issues to higher level
• Identify weaknesses in our processes or tools and create awareness
• Identify problems that can affect our processes and escalate accordingly
• Support users with process knowledge and case specific routing
• Support TSR1’s with complex issues and share knowledge where necessary
• Proactively identify, analyse and resolve or escalate problems and situations applying personal expertise and accrued knowledge
• Ensure quality improvements within supported services
• Recognise when issues or problems pop up more than once and takes appropriate action after accurate analysis.

Requirements

• Excellent communication skills (B2C and B2B)
• Advanced level English (corporate language) and at least one other supported language
• Expert skills in customer support and problem solving
• High affinity with It
• Expert affinity with CMS topics
• Uses expert knowledge, training and experience to come to root cause in problem solving
• Ability to identify, analyze and resolve problems over the phone with involved partners
• Advanced understanding of relationships between internal and external processes
• Advanced knowledge of interactions between tools and support systems
• Strong identification with the Daimler organization
• Up to date training portfolio and CMS business topics
• Experience in buddying new colleagues
• Supports strategic direction even if in conflict with own view

We offer

- Fulltime position: 40 hours a week

- Working in shifts; including nights and weekends

- Salary Group 6

The procedure

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.