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Technical Service RepresentativeIMercedes me connect, Relocation to Maastricht

Wien | Niederösterreich | Oberösterreich | Steiermark | Tirol | Kärnten | Salzburg | Vorarlberg | Burgenland | Ausland | Instandhaltung Stellenangebote | Kundenservice Stellenangebote | Call-Center Mitarbeiter | Karrierestarter | Vollzeitstelle (mit Erfahrung) | Vollzeitstelle | Andere | Universität/ Hochschule

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. More than 25 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.

Funktion

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.

  • 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

Was wir bieten:

  • Full-time position 40 hours per week between Mondays to Friday, dayshift
  • Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs
  • 200 vacation hours (based on full time employment) Holiday allowance: 8% of annual salary
  • Competitive performance based salary growth
  • Result-oriented bonuses
  • Employee Car Program: discount on new or used Daimler brand cars
  • Collective health insurance at discounted rates
  • Pension plan
  • Transportation plan: free bike every 3 years or; free public transport or; contribution to fuel costs
  • A “tailor made” individual development plan

Was wir erwarten:

  • Excellent communication skills (B2B)
  • Good English language skills andan additional language ( preferred near native German) , both verbal and in writing
  • Expert skills in customer support and problem solving
  • Affinity with IT - Computer literate (MS Windows Office)
  • 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
  • Advanced knowledge of interactions between tools and support systems
  • Capable of handling expert tasks in combination with regular workload without detriment to own stress level
  • Expert knowledge, training and experience to come to root cause in problem solving
  • Act as a “brand ambassador”
  • Support strategic direction even if in conflict with own view
  • Extended knowledge of Daimler system like EPC, WIS, etc. is an asset

Mehr Informationen

Einsatzort
Wien
Arbeitszeiten
Fulltime
Jobart
Karrierestarter, Vollzeitstelle (mit Erfahrung), Vollzeitstelle
Tätigkeitsbereich
Reparatur / Instandhaltung / Montage, Kundenservice
Ausbildungsniveau
Andere, Universität/ Hochschule
Führerschein erforderlich?
Nein
Auto erforderlich?
Nein
Anschreiben
Ja
Sprachkenntnisse
Englisch, Deutsch

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