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 "XENTRY Support KBC Frontdesk" is a part of the CACs Retail Service Department. We assist the Daimler Retailer Network and external business entities (e.g. independent workshops) worldwide regarding to XENTRY Products and specific Aftersales Services. Our main customers are the MB Market Centers and MB representatives of each country.

We support them in regards to all administrative and commercial requests in German & English. For example, about XENTRY Shop, XENTRY System Contract Administration, XENTRY Software Licenses (StartKeys) and XENTRY Customer Data Management, but also indirectly related products and Aftersales Access Rights (e.g. VeDoc, XENTRY Flash), as well as Shipment Documentation and Shipment Complaints.

Task and Responsibilities

• Handle incoming queries (email, phone, tickets) from B2B customers and respond in a timely and professional manner
• Proactively monitor all incoming communication channels and prioritize requests according to urgency and importance
• Provide general information and assistance regarding the diagnostic systems and other processes by using the knowledge acquired during the basic trainings
• Independently learn & keep up to date with business information on a daily basis
• Analyze, investigate, accurately document & summarize all queries in our ticketing system according to established procedures
• Verify and research information in aftersales applications and our specific knowledge management tools
• Coordinate with direct team members, internal specialists and departments to resolve complex enquiries or complaints and recognize trends
• Discrete and adequate handling of confidential information, related to customer data as well as financial transactions and records considering established legal guidelines

Requirements

You can become our new colleague when you:

• Have any affinity within IT/Telematics or are someone who has always been interested in “the internet of things”;
• Have excellent skills in German and English (both written and spoken);
• Possess excellent communication skills (B2C and B2B);
• Are able to identify, analyse and resolve problems
• Can handle interactions between tools and support systems;
• Are willing to relocate to the region of Maastricht, if necessary.

Communication is key

To understand and resolve our customer’s needs in a timely manner, active listening skills are essential when working at the CAC.

Customer orientation

You have a customer orientated, empathetic mind-set. Someone that is willing to go above and beyond to satisfy our customers’ needs and live the brand’s most important promise “the best or nothing”.

Teamwork

We believe in the strength of doing things together, therefore teamwork is an essential part of our daily business. We aim for candidates with an open communication style and can-do attitude that work well in an intercultural team and will contribute to our Feedback Culture.

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 for 1 year, with option to permanent contract afterwards
• Working hours: 40 hours a week, Monday-Friday between 08:00 and 18:00
• 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
• Company result oriented bonuses
• 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

Working hours:

This position is on a fulltime basis (40 hours per week) from Monday to Friday.

Training & onboarding:

We provide an extensive 4 week initial training period and a follow-up buddy program in a dedicated onboarding team to help you fit in. The training period is, of course, paid for.

Last but not least, we:

• help you to settle in. We help you meet other colleagues outside of work via our incrediblesocial clubthat organizes cool activities such as language courses, weekly sports activities and cultural events in the city.
• offer an excellentrelocation package, which takes care of your initial travel and accommodation expenses for the first six weeks.

Location:

We are situated in Maastricht - a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for travelling to other areas of the continent.

Due to its location, Maastricht is a melting pot of different nationalities creating a vibrant, multi-lingual community in which it is easy to feel at home.

The procedure

I want this!

Does all of this sound appealing to you? If so, we want to hear from you. What are you waiting for? Please use the link to apply with your C.V. and motivation letter in English.

Please note that for data privacy reasons we do not handle any applications sent by email.

References:

• General information on the XENTRY Diagnosis Systems: Link to Diagnosis-World
• Setup of the current XENTRY Diagnosis System: Link to Animated Information
• Linkedin Profile: Mercedes-Benz Customer Assistance Center Maastricht NV