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Senior Customer Service Representative

3 maanden geleden

Maastricht, Nederland Mercedes-Benz Voltijd
We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world.  We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues we work to create the ultimate customer experience not only for the drivers of our vehicles but in support of the retail and logistics organizations.
WE CARE for customers, they are part of our DNA. The functionWhat is your role?

Beginning on September 1st, 2024, the Van dedicated Team will be a newly formed team providing B2B second-line support for customers with Vans in six different languages (Dutch, French, Italian, Spanish, English and German).

Using your proactive nature and problem-solver mentality, you will oversee and manage Road Side Assistance situations for our commercial Van customers. To reduce the amount of time vehicles are out of service, you'll be actively managing escalations and overseeing both Roadside Assistance and the related visits to the workshop.

During this process you are always providing transparency and keeping our commercial Van customers up to date about their vehicle repair status. You provide the customer with the best long-term satisfaction possible in a timely, effective and accurate manner along their Road Side Assistance experience.

To make sure that the parts delivery is coordinated as quickly as possible, you assist CAC Operations and workshops (e.g by involving a parts expert). You are responsible for engaging technical specialists from different departments within our Mercedes-Benz organization to offer diagnosis and repair guidance to relevant parties, such as workshops.

Your responsibility also includes organizing priority treatment for appropriate replacement vehicles. You're keeping up contacts with both customers and internal contact partners at Mercedes-Benz. RequirementsWho are you?
  • Prior experience in a customer service or similar role (preferably in a contact center environment)
  • Excellent Italian & English language skills (verbal/written)
  • Knowledge of 1 of the other supported languages is beneficial
  • Proficiency in using customer support software and CRM systems
  • Pro-active attitude and troubleshooting mindset
  • Empathic, maintaining relationships and seeking for customer satisfaction
  • Taking decisions and creating solutions when facing complex cases/situations
  • Ability to work independently as well as collaboratively within a team
  • Thinking ‘out of the box’ and an ‘always finding a solution’ attitude
  • Open to relocate to the area of Maastricht, The Netherlands
  • Availability to start as of the 1st of September      
 We offerWhat do we offer?
  • Multicultural, dynamic and international working environment
  • Working hours: Monday – Friday 08:30 – 17:00
  • Salary based on 40 hours/week: 2885 gross (net: approx. 2370)
  • 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#BePartOfUs
Is this the right job for you? Then upload your application documents including CV and letter of motivation 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.