Oorspronkelijke vacature omschrijving:

The organisation

Who are we?

Our home base is the Mercedes-Benz Customer Assistance Center Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales. 1400 employees from 42 different countries add diversity and enrich an organization dedicated to drive customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

The function

The Technical Specialist I in the Vehicle Technical Team is the point of contact for delivering worldwide support to internal and external entities on customer enquiries and complaints, which are retail organizations, local headquarters, internal and external customers. Furthermore, the agent’s role is to liaise with external suppliers for resolving existing issues. Escalations are dealt with internally or delegation to Mercedes-Benz’s Aftersales and Sales division.

Tasks & Responsibilities:

• Accept and resolve incoming support requests, incidents and problems in the required languages according to pre-defined processes and job aids
• Appropriate usage of available resources and documentation of business related activities in relevant system
• Identify, escalate or resolve complex issues when necessary
• Proactively and continuously monitor workload to ensure timely investigation and response to support requests
• Proactively identify, analyze and resolve or escalate problems and situations applying personal expertise and accrued knowledge
• Is able to provide feedback with proposed solutions to business partners influencing product/system specification and policy
• Is able to steer process change requirements to business partners
• Ensure quality improvements within supported services
• Uses out-of-the-box thinking to develop alterfluent solutions when established processes are not sufficient.
• Proactively steers analytical reasoning and problem solution amongst colleagues
• Recognizes when issues or problems pop up more than once and takes appropriate action after accurate analysis.
• Participates in the maintenance and the further development of Vehicle Technical business such as Here 2 Help operations.

Requirements

Who are you?

• Expert skills in customer support
• Excellent communication skills (B2B)
• Uses expert knowledge, training and experience to come to root cause in problem solving
• Fluent in English
• Affinity with IT
• Expert affinity with the car trade and technology
• Mechanical background required (preferred workshop experience)
• Advanced knowledge of Mercedes-Benz products and their parts is an advantage
• Extended knowledge of Mercedes-Benz system like EPC, WIS, etc. is an asset
• Is capable of handling expert tasks in combination with regular workload without detriment to own stress level

We offer

What do we offer?

• Starting salary linked to this position is € 2.523 gross (based on 40 hours per week), which would be € 2.024 net. Depending on the schedule, a shift allowance comes on top.
• 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.
• It is important to be somewhere you feel you can grow! We offer opportunities that enable you to develop yourself professionally.

Working hours:

The department is open from 8am to 6pm. You will be working 40 hours per week, however the successful candidate may be requested to work a 24-hour shift pattern to support future projects.

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 traveling 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

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

For data privacy reasons we do not handle any applications sent by email.