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Mercedes-Benz Technical Service Representative - Portal (German)
Great people. Cool atmosphere. Customer-focused. AND always on the move. Challenge yourself and grow with us. Be part of our multicultural community. We are the whole world in a charming city. We are the Mercedes-Benz Customer Assistance Center.
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 inquiries 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 As part of Retail Service, XENTRY Support is the first point of contact for delivering worldwide assistance to the retailer network and external entities (e.g. independent workshops) using applications, diagnostic equipment and software supplied by Daimler’s aftersales division, Global Service and Parts (GSP/O). Tasks and responsibilities:- Handle incoming work (phone, email, tickets) from B2B customers and respond to the queries in a timely and professional manner
- Analyze and investigate issues making use of acquired knowledge and available tools
- Provide information and assistance with regards to XENTRY Portal Functions (Web application), investigate problems related to the dispatch of cases and system errors, etc.
- Accurately document work related activities in the relevant ticketing system according to established policies and procedures
- If necessary, coordinate with internal stakeholders to resolve complex inquiries and complaints about supported products
- Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
- Very good knowledge of German and English, both written and verbal;
- Fluency in any other European language can be an asset;
- Excellent focus on customer satisfaction;
- Strong affinity with IT (Windows ®), including installation of software and configurations of networks;
- Superior communication and analytical skills;
- Ability to anticipate on upcoming issues and find solutions;
- Ability to work according to established processes, guidelines and policies;
- Some interest for and basic knowledge of automotive technology and Daimler Aftersales Applications is an advantage
- Definite contract for 1 year, with option to an indefinite contract afterwards;
- Full-time basis of 40 hours per week;
- Working hours: Monday-Friday office hours, no shifts;
- Salary: 2111 euro gross per month (+- 1700 euros net);
- Competitive performance based salary growth;
- Result oriented bonuses;
- Holiday allowance: 8% of annual salary;
- 200 vacation hours (based on full time employment);
- Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs;
- Collective health insurance at discounted rates;
- Pension plan;
- A lucrative relocation package:
- Reimbursement package for first arrival, temporary accommodation, housing fee, and moving costs.
- Applicable for candidates living further than 50km from the CAC and willing to relocate to within 20km of the CAC.
- Development: You will receive a personally tailored development plan with interesting career opportunities.
- Social Activities: Due to our Social Club it is ensured that you also have fun with your colleagues after work. The company internal Social Club frequently organizes events and activities like kickboxing, dance courses, Friday night drinks, Yoga, tennis tournaments, kayak tours and indoor soccer games.
- Enjoy massages free of charge during your breaks.
- Free hot beverages like coffee (also coffee specialties like Café Latte, Espresso etc.), tea, soup and hot chocolate on all floors. You can also visit our company café to get special drinks and pastries like fresh Croissants and Donuts during your coffee breaks!
- Healthy and diverse lunch options in the company restaurant including smoothies and theme days with e.g. Pizza, Burger, Pasta, Schnitzel and many more options! Daily salad buffet and a sandwich station is also one of our employees’ favorites.
Do you enjoy building up a relationship with clients? Do you enjoy providing immediate assistance to customers and being part of a dynamic environment? Stop reading and apply directly to become a part of our team!
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