Oorspronkelijke vacature omschrijving:

The organisation

Mercedes-Benz is well recognized as an industry leader in luxury service and high-quality products, pushing the meaning of automobile excellence to new boundaries. You can trace the timeline of Mercedes-Benz all the way back to 1885 when Karl Benz invented the first automobile - cementing Mercedes-Benz a place in history. We know what you’re thinking, over 100 years is a long time to be in the business. So what’s our secret? We constantly strive to find ways to balance tradition with innovation. Mercedes-Benz Customer Assistance Center, Maastricht is no exception. For the last 20 years, our aim has been to provide the best quality customer service in Europe and worldwide. But maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company. That is why we always look for bright new sparks to join us. If that could be you, read on!

The function

As part of Retail Service, B2B Connect/UMAS Support Back Desk functions as a quality gate between First level Support and N levels in HQ 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).

Back Desk is also responsible for the adaption of processes, maintenance of the knowledge base and steering of overall quality.

Tasks and responsibilities of the B2B connect/UMAS Support team are:

• Resolution of incoming support requests, incidents and problems
• Proficient application of available resources and documentation of business related activities in relevant systems
• Handling of escalations
• Identification, resolution and/or escalation of complex issues and/or trends were necessary
• Proactive and continuous monitoring of workload to ensure timely investigation and response to support requests
• Elaborate and feed-back suggestions to business partners for adaption of product/system specification and policies
• Check and correct erroneous data content in systems where encountered or prompt responsible party to amend
• Signal process change requirements to relevant stakeholders and business partners
• Ensure quality improvements within supported services
• Build and maintain up to date knowledge of supported businesses

Requirements

• For this position, we are looking for somebody with professional proficiency in English and German with expert knowledge of the supported businesses
• Our ideal candidate is willing to be our Brand Ambassador. He/she is highly perceptive, customer focused and is 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 strong affinity with computers (Windows ® applications, web browsers etc.), as well as installation of software and configurations of networks
• Advanced analytical skills, ability to anticipate upcoming issues and find solutions, pro-activeness and ability to work independently are key requirements
• Proficient understanding of relationships between internal and external processes
• Advanced knowledge of interactions between tools and support systems
• Our fast moving and dynamic environment requires flexibility and ability 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 an 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

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

Benefits:

• A “tailor-made” individual development plan
• Employee Car Program: discount on new or used Daimler brand cars
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
• Collective health insurance at discounted rates
• Pension plan
• 200 vacation hours (based on full-time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance-based salary growth
• Result oriented bonuses
• Lucrative relocation package. If applicable, you will also be reimbursed for the first arrival, housing fee, and moving costs.

The procedure

Please use the “apply” button to upload your CV and Letter of Motivation (In English) and any other documentation that adds value to your application.