Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. Forty-two different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

Our Customer Service departments answer customer inquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year.

The function

As part of Retail Service, B2B Connect & UMAS Support is the first point of contact for delivering worldwide assistance to ISPs (independent workshops) and other external entities using applications, diagnostic equipment, and software supplied by Mercedes-Benz’s aftersales division, Global Service and Parts (GSP/O). The team delivers a wide scope of support, including technical (error messages, incident management, queries about usage etc.) and user management (registration, data changes, reactivation etc.). We provide support in five languages: English, German, French, Spanish, and Italian, and we support two portals: Mercedes-Benz B2B Connect and User Management After Sales (UMAS).

Requirements

• Handle incoming work (email, tickets) from Retail customers and respond to queries in a timely and professional manner.
• Analyze and investigate issues making use of acquired knowledge and available tools, and recognize and report any ongoing trends.
• Provide information and assistance with regards to B2B Connect, UMAS and ,associated web applications, investigate problems related to the dispatch of cases and system errors, 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 inquiries and complaints about supported products.
• Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
• Whether required, perform other duties and responsibilities as assigned.

Who are you?

• For this position, we are looking for a fluent Spanish speaker with an excellent level in English and Italian,
• Our ideal candidate is willing to be our Brand Ambassador. They are highly perceptive, customer focused and ,able to understand and manage customer expectations.
• Good communication (B2B) skills are essential, both written and verbal.
• Due to the nature of our business the candidate needs to have a good understanding of, and a strong affinity with computers (Windows ® applications, web browsers etc.), as well as installation of software and configurations of networks.
• Superior analytical skills, ability to anticipate upcoming issues and find solutions, pro-activeness and ability to work independently are key requirements.
• Due to the broad scope of support, an ability to acquire and retain knowledge on a wide range of topics is necessary.
• Our fast-moving and dynamic environment requires flexibility and abilithe ty to work according to established processes, guidelines, and policies without detriment for own stress.
• As we believe in the strength of doing things together, teamwork is an essential part of our daily business. Therefore, we aim for candidates with enthusiastic and inspiring personality.
• If you identify yourself with this profile and would like to be part of our successful team, don’t hesitate to apply for the position!

We offer

This is a full-time position, 40 hours a week.

You will join a multicultural, innovative, and informal international working environment with interesting conditions, both primary and secondary.

Furthermore, health insurance at discounted rates, development opportunities, a result-oriented bonus (variable payment), and a non-contributory pension plan are just some of the secondary benefits of working with us.

In addition, we offer a comprehensive relocation package (if applicable).

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.