Vacature Technical Service Representative II | Digital Extras & Top End | German & English

Technical Service Representative II | Digital Extras & Top End | German & English in Maastricht

About us

We are the Mercedes-Benz Customer Assistance Centre Maastricht. Years of experience and our strong focus on customer centricity have given us the 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 also in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

About the team

The Dedicated Services Desk supports our Mercedes-Benz dealers and retailers with Digital Extras handling, activation, purchase and functioning of the Mercedes-Benz App and its related platforms. We also support B2B customers with their Digital Extras, managing their Fleets and Company Cars. We also are ready to support head office requests and possible escalations.

In line with our luxury strategy, our team also provides tailor-made assistance for customers with top end vehicles such as EQE, EQS, S-Class, SL, GLS and G-Class.

These will be your tasks and responsibilities:

• Serve as the main point of contact for dealer and B2B enquiries, issues, and concerns related to our Digital Extras portfolio.
• Handling of market escalations & boomerang cases.
• Respond promptly and professionally via multiple channels, providing accurate and helpful information.
• Troubleshoot and resolve technical issues and provide step-by-step guidance, ensuring customers (B2B) and dealers can fully utilize our Digital Extras.
• Actively listen to customer (B2B) feedback, concerns, and suggestions, empathizing with their needs and taking appropriate action to address them.
• Document customer interactions, issues, and resolutions accurately in our CRM system, ensuring a complete and up-to-date customer service history.
• Collaborate with cross-functional teams to anticipate, escalate and resolve complex customer issues efficiently.
• Maintain a high level of professionalism and empathy in all interactions.
• Support the development of customer support materials, such as FAQs and user guides to empower customers to self-serve whenever possible.

This is what we are looking for:

Proven experience in customer service or a related field, preferably within the technology or automotive industry.

Excellent communication skills, both verbal and written, with a customer-centric approach.

Excellent German and English skills (both written and verbal).

Strong problem-solving abilities and the capacity to think quickly on your feet.

Empathy, patience, and the ability to remain calm under pressure while addressing customer (B2B) and dealer concerns.

Technical aptitude and familiarity with digital extras and related technologies.

Proficiency in using customer support software, CRM systems, and other relevant tools.

Ability to work effectively both independently and as part of a team in a fast-paced environment.

Become part of the Mercedes-Benz CAC and experience the following benefits:

• Multicultural, dynamic, and international work environment
• Attractive salary: €2981 gross (approx. 2440 net) for 40h/week
• Initial training followed by a buddying program for optimal preparation
• Individual development plan for personal & professional growth
• 200 holiday hours (full-time) and 8% holiday allowance
• Annual performance-based salary increases & company bonus system
• Relocation package: travel costs covered and providing 6 weeks of accommodation (if applicable)
• Flexible transport options: free bike, public transport, or allowance
• Discounted collective health insurance
• Non-contributory pension plan (fully paid by the employer)
• Flexible hybrid work model (after onboarding)
  
  

  40 working hours

• Discounts on gym, sports classes, restaurants & shops
• Events organized by the company where you can connect with colleagues from all departments
  
  

  Becoming... One of UsBecoming...One of Us

  Is this the right position for you? Simply upload your application documents including CV and letter of motivation in English via the Apply button.

  
  

  For data protection reasons, we cannot accept applications via other channels.