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.
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.
resolve incoming support requests, incidents and problems in the required
languages according to pre-defined processes and job aids
usage of available resources and documentation of business related activities
in relevant system
escalate or resolve complex issues when necessary
continuously monitor workload to ensure timely investigation and response to
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
improvements within supported services
out-of-the-box thinking to develop alternative solutions when established
processes are not sufficient
steers analytical reasoning and problem solution amongst colleagues
issues or problems pop up more than once and takes appropriate action after
the setup and the further development of Customer Solutions business
Was wir bieten
position 40 hours per week between Mondays to Friday, dayshift
relocation package. If applicable, you will also be reimbursed for first
arrival, housing fee, and moving costs
hours (based on full time employment) Holiday allowance: 8% of annual salary
Competitive performance based salary growth
Program: discount on new or used Daimler brand cars
health insurance at discounted rates
plan: free bike every 3 years or; free public transport or; contribution to
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)
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
Good to know!
Mercedes-Benz offers a 'relocation package' for candidates who live too far from Maastricht to travel each day, but are willing to relocate for their professional career. Also, this company offers a wide variety of benefits for their employees.
If you would like to apply for this job, click on the 'Jetzt Bewerben' button at the top of the page. Please add your motivation letter for this job in German and upload your resume in English. You can also call us at 0800 180 16 59 for more information. We look forward to hear from you!