Vacature Senior Customer Service Rep | German

Senior Customer Service Rep | German in Maastricht

The organisation

About us:

We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us 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:

Our Van Dedication Team provides end-to-end responsibility to our B2B customers across 10 countries in 6 languages (Dutch, French, Italian, Spanish, English, and German) by understanding the importance of a working vehicle.

These will be your tasks and responsibilities:

• Ensure the breakdown case has been handled and actioned correctly
• Follow up with workshops on timestamps to ensure correct and accurate information is provided to the commercial customer
• Actively managing the breakdown case once the vehicle enters the workshop to speed up repair time – maximizing uptime
• Supporting and coordinating parts delivery or escalations
• Supporting and coordinating technical cases and escalations
• Proactive customer contact for the duration of the repair
• Offering support and guidance to the workshops on our Mobilo policy and guidelines
• Providing our commercial customers with suitable replacement vehicle options
• Handling international cases for our commercial customers
• Reviewing the full commercial customer journey and applying goodwill where applicable

Requirements

This is what we are looking for:

• Previous experience in customer service or a similar field (preferably in a contact center)
• Experience with customer support software and CRM systems
• Professionally literate in German and English skills (written and spoken)
• Proactive mindset with a can do attitude
• Solution orientated
• Team player but able to work independently too
• Customer centric
• Comfortable to handle stakeholder relationships

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, opening hours Monday to Friday, between 08.30-17.00h
• 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.