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Niederlande, MaastrichtNiederlande, Maastricht

Mercedes-Benz

Erstellungsdatum 07.01.2018

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German-speaking Technical Specialist | Customer Solutions

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”. The function Within Retail Service Customer Solutions is the point of contact for delivering worldwide support to internal and external entities on customer enquiries and complaints. The supported entities consist of the Mercedes-Benz 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 Daimler’s Aftersales and Sales division. Tasks and 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 alternative 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.
  • Participate in the setup and the further development of Customer Solutions business
Requirements
  • Expert skills in customer support
  • Excellent communication skills (B2B)
  • Uses expert knowledge, training and experience to come to root cause in problem solving
  • Good English language skills and an additional language (preferred near native German), both verbal and in writing
  • Affinity with IT
  • Expert affinity with the car trade and technology
  • Mechanical background required (preferred workshop experience)
  • Advanced knowledge of Daimler products and their parts is an advantage
  • Extended knowledge of Daimler 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
  • Acts as a “brand ambassador”
We offer We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:
  • 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 first arrival, housing fee, and moving costs.
Working Conditions: This position is on a fulltime base (40 hrs per week). The procedure Please use the “Bewerben” button to upload your CV in English and Letter of Motivation in German and any other documentation that adds value to your application. For more information about this vacancy please contact Aleksandra Fal: [email protected].
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