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. 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 regarding the Xentry products in German & English.

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 good skills in English (both written and spoken)
• Possess strong 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

What can you expect from us?

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

• A one year contract with intention to prolongation to indefinite after the first yearA
• A competitive performance based salary growth;
• Company result-oriented bonuses;
• A holiday allowance: 8% of annual salary;
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs;
• 200 vacation hours;
• Collective health insurance at discounted rates;
• Lucrative relocation package. If applicable, you will be reimbursed for the first arrival, housing fee & moving costs.
• Individual development plan, it is important to be somewhere you feel you can grow! We offer opportunities that enable you to develop yourself professionally

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.

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.

Last but not least, we:

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

The procedure

Contact Info

Please use the “apply” button to upload your CV and motivation letter (both in English).

Due to data privacy reasons we cannot accept any applications sent by email. Please be so kind to use the link provided.