Vacature Internship - Global Knowledge Management

Internship - Global Knowledge Management in Maastricht

The organisation

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 Global Knowledge Management team provides a framework to all Mercedes-Benz entities that maintain their agent and customer-facing information in our after-sales CRM. Following the Knowledge Management Style Guide, we make sure that our stakeholders are trained and supported when they write Knowledge Articles. Our main activities are focused on content management, providing training and editing support, and stakeholder management.

The function

We are looking for an enthusiastic intern who is following a HBO or WO education, preferably with a passion for language. A detail-oriented mindset is very important, as we work a lot with content and support 50+ Knowledge Ambassadors (KAs) across the world with making their content findable, reliable, usable, and consistent.

You will join the Globalization project in their regular alignments with KAs and support with editing tasks. Additionally, we ask you to investigate how we can increase feedback from our KAs to further improve our collaboration and to collect ideas for system enhancements (based on user surveys) that would support KAs and the end-users with accessing and using Knowledge on a day-to-day basis.

Next to supporting with the above, we are also open for interns who must complete a research assignment during this period, on the prerequisite that the research direction complements our mission and vision.

Tasks and Responsibilities:

• Become an integral part of the Global Knowledge Management team (8 people) and contribute to daily business activities like team meetings and workshops.
• Participate in the alignments with Global KAs, with the aim to gain experience with leading such meetings.
• Assess and improve our current documentation.
• Investigate how to increase and implement feedback from Global KAs and Knowledge Users and handle the end-to-end implementation: Discover, Define, Develop, and Delivery.

What will you gain?

• Mentorship from experienced Knowledge Management specialists with different focus areas.
• Knowledge of how to edit articles following Knowledge Management principles.
• Experience with working in a customized, Salesforce-based knowledge system.
• Hands-on experience in project and stakeholder management.
• The opportunity to collaborate with people of different nationalities across the world.

Requirements

What do you bring?

• An HBO or WO study related to languages and/or communication.
• An eye for details.
• Eager to learn and to take initiative.
• Strong communication, presentation, and analytical skills.
• Intermediate Microsoft skills, specifically PowerPoint and Excel.
• Basic experience with survey software like Mentimeter.
• Available 32-40 hours a week for a period of 6-9 months (depending on the assignment and university requirements)

We offer

We offer you an internship in a multicultural, dynamic, and informal international working environment. We offer a compensation of € 800,- gross, based on 40 hours per week.

The internship needs to be a part of your study program, graduates are not allowed to apply.

We will review all applicants and select a few candidates to join us for a speed date session at our office on the 15th of May. Make sure to free you calendar in the afternoon.