Vacature B2B Support | Admin Onboarding | German & English

B2B Support | Admin Onboarding | German & English in Maastricht

The organisation

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.

The function

About the team:

The Diagnostic Helpdesk (DHD) 1st level team is the first point of contact for delivering worldwide support in relation to tools, processes and licenses for onboard diagnosis software within the areas of the Mercedes-Benz Group.

Your role is to support developers with administrative tasks and requests. You will also create new processes when onboarding new tools and be responsible for stakeholder management.

These will be your tasks and responsibilities:

• Handle incoming work (email, tickets, possibly phone) 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 regarding tools (web applications) and processes; investigate reported problem.
• Forward requests to 2nd level if needed and liaise with n-levels for resolution of complex topics.
• Coordinate with internal/external stakeholders on designing new processes and onboard new support topics.
• Create knowledge articles and train the team on topics within your responsibility.
• Accurately document work related activities in the relevant ticketing system according to established policies and procedures.
• Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
• When required, perform other duties and responsibilities as assigned.

Requirements

This is what we are looking for:

• Excellent proficiency in German (fluent spoken and written) and in English (corporate language)
• Very strong analytical skills
• Strong skills and advanced experience with Microsoft tools.
• Knowledge with Diagnostic Topic will be a plus
• Strong ownership and understanding of the impact and consequences that own/team actions have on customer satisfaction
• Highly adaptable to changing business requirements
• Ability to anticipate on upcoming issues and in finding solutions
• ‘Can-do’ and proactive attitude
• Open communication style, including ability to give and receive feedback
• Strong communication skills (B2B & B2C), both written and verbal

We offer

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

• Multicultural, dynamic, and international work environment
• Attractive salary: €2.981 gross (approx. €2.583 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

The procedure

Becoming... 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 link.

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