Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center (CAC) in Maastricht, The Netherlands, is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz customers. More than 45 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.

Maastricht is 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’s easy to feel at home.

The function

As integral part of XENTRY Portal, theRetail Guide, provides current information, training & knowledge material, documentation & workshop processes to support the users in their daily work.

The Retail Guide steers the users through the product, process and other thematic worlds of After-Sales and Sales. Clearly, intuitively, and always bang up to date.

Tasks:

• Processing of general requests or complaints concerning the platform with involvement of N-levels when necessary
• Monitoring and routing of translation related issues to the relevant department
• Function as an interface between translation service and the relevant stakeholders in HQ
• Management of misdirected request for access to applications or other authorizations by routing to relevant contacts
• Respond to queries about the process platform/process content in cooperation with N-Levels
• Process request for activation of users on the process platform in cooperation with N-Levels
• Management of reported misconducts on the site
• Preparation, organization, and follow-up of Webinars
• Maintenance of distribution list of targeted groups
• Administration of the After-Sales Insights MBOX (Respond to queries about the After-Sales Insights Webinars and related topics in cooperation with Product Management)
• Administration of the GCSP/OR Newsletter MBOX (Respond to queries about the Newsletter topics in cooperation with responsible departments)

Requirements

• Advanced communication skills (B2B)
• Advanced information gathering and analytical skills
• Advanced understanding of contact center processes, main KPIs and workflows
• Fluent in English and German in both written and spoken
• Experience with CRM based ticket documentation and MS Office Suite
• Ability to recognize priorities and adapt own activities independently according to business needs
• Ability to maintain a positive, customer-centric mindset and professional attitude in time-sensitive, high impact business scenarios
• Innovative, team-focused problem-solving approach and ability to recognize need to involve third parties and escalation levels where required
• IT affinity and understanding of concepts relating to databases, user management and data security
• Knowledge of XENTRY Portal, MB After-Sales application and Retail Services is an advantage

We offer

• Multicultural, dynamic and international working environment
• Full time position
• An extensive initial training of up to 3 months
• A tailor-made individual development plan
• 200 vacation hours (based on full time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance-based salary growth
• Company result oriented bonuses
• Lucrative relocation package that covers your travel and living expenses for the first six weeks
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
• Collective health insurance at discounted rates
• Non-contributory pension plan

The procedure

Is this the right job for you? Then upload your application documents including CV and letter of motivation, detailing your relevant experience and why you are passionate about this position, in English via the link.

For data protection reasons, we do not accept applications by e-mail. Please use the link provided for your application.