Mercedes-Benz Customer Assistance Center Maastricht
Over: Mercedes-Benz Customer Assistance Center Maastricht
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”.
Mercedes-Benz Customer Assistance Center Maastricht N.V.
The Mercedes-Benz Customer Assistance Center opened in 1998 in the heart of the Euregion in Maastricht and has developed into one of the major employers in the southern region of the Netherlands. Today, with more than 1.000 employees, we care for customers and retailers worldwide. We are proud to unite people from more than 33 different nationalities who speak 15 languages and share the same passion for high-quality customer service.
Why we do it
Every call is a challenge. Every task is a chance to grow. Our vision is to become the world’s most renowned center for customer service in the automotive sector. To meet our goal we are doing everything to create the best environment for skilled people from all over the world. Because only the best people can provide the best customer service. Ultimately it’s that simple: we want to delight and satisfy our customers and partners.
What drives us
“Dedicated to Customers, Driven by Excellence” – As brand ambassadors of Mercedes-Benz we are committed to excellence, aiming to provide premium solutions for our customers, retail partners and business partners, supporting them in every situation. In this way, we strengthen the brand and add value to our brand promise: “The best or nothing”. Committed to our corporate values and as strong team players, our excellent operations set the standards for Daimler’s customer support centers worldwide.
What we believe
It takes a lot of hard and soft skills to be a valuable partner for customers, retailers and our team members. These six principles embody what drives us, what we believe in and what we care about:
1. The customer is number 1
We do our very best to understand our customers’ needs and to exceed their expectations, wherever they are each and every day.
2. We make things happen
No matter what the challenges are, we solve them as fast as possible, using our experience and our expertise.
3. Everyone counts
We all play in the same team. Working in an atmosphere of trust and mutual respect, we treat everybody in a fair, friendly and honest way. We share what we know and grow together.
Support areas of the Mercedes Benz Customer Service Center Maastricht
Keeping our customers mobile.
We are there when we are most needed. In the event of breakdowns and all kinds of emergency situations we give all the assistance that is needed to get our customers back on track. Whenever there is a technical breakdown or starting problem, the Mercedes-Benz Service24h helps. Our service hotline answers customer calls day and night, every day. In cooperation with an international retail network and business partners, we arrange rapid and professional help. Frequently, a glitch can be solved locally. Should this not be possible, we ensure that the vehicle is taken to the nearest Mercedes-Benz workshop and organize alternative transport.
Solving our customer’s enquiries.
Whenever our customers are in need of answers we are their first port of call. That’s because we are the central point of contact for handling all national and international enquiries. In cooperation with our retail network and business partners we are capable of solving every problem within a short time. We support our customers via phone, mail, letter and any other selected brand’s channel, e.g. social media or Mercedes me, the innovative digital service for Mercedes-Benz drivers.
Helping our dealers to serve our mutual customers.
Cooperation is key when it comes to finding the best solutions and answers for our customers. For our retailers we provide helpdesk service whenever support is needed. We are an assistant, consultant and sometimes even a coach for our dealers when it comes to technical, sales-related or other customer questions. We also offer full-service support for any questions or problems occurring on Mercedes me, our personalized customer portal which offers individual and innovative online services.
Setting the standards for customer support.
To ensure that everything is working perfectly, our business support functions solve problems, give technical advice, provide information and ensure that our customer and retail services are well-organized and efficient. Our business support contributes to the high quality of service that sets the standards for customer support centers worldwide.