Vacature Senior Customer Service Representative | Mobilo Reshape

Senior Customer Service Representative | Mobilo Reshape 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

In 2023, the EQ Team was established to support electric vehicle customers across six languages, focusing on customer service, connected mobility, and roadside assistance. By October 2023, the team had grown significantly, reinforcing the luxury strategy for premium vehicles. In April 2024, the team expanded its portfolio and rebranded as the TEV (Top End Vehicle) Team, continuing to serve top-end models such as EQE, EQS, S-Class, SL, GLS, and G-Class.

Building on this commitment to innovation, the Reshape program in May and June 2025 redefined the Roadside Assistance operating model. Our team successfully piloted the new approach in two markets, laying the foundation for broader rollouts across additional markets in 2026. Together, these initiatives reflect our ongoing drive to deliver exceptional experiences for customers with electric and top-end vehicles.

In the role of Senior CSR, you are part of Operations (OC1) and report directly to the Operations Manager II.

These will be your tasks and responsibilities:

• Steer, monitor, and escalate cases for a specific customer group.
• Proactively handle roadside assistance and workshop visits.
• Actively coordinate escalations to minimize vehicle downtime (in workshop or on roadside).
• Support or resolve customer inquiries, complaints, or incidents according to policies, procedures, and targets.
• Provide timely, effective, and accurate customer service for long-term satisfaction.
• Handle inbound calls, emails, and case follow-ups, managing existing customer queries in accordance with The MB Way.
• Support operations and workshops to ensure parts delivery is organized by the fastest means possible.
• Communicate with various departments to ensure efficient procedures and maximize customer experience quality.
• Lead the arrangement of priority treatment for replacement vehicles.
• Maintain relationships with internal and external contact partners within the Mercedes-Benz Group AG organization.

This is what we are looking for:

• Proficient level in Dutch, and proficient level of English written and spoken
• Higher vocational or academic level through education or experience
• Highly professional and consistent communication skills
• Ability to manage complexity under high pressure and stress
• Out of the box thinking, think in solutions, not problems
• Demonstrate independent working, taking responsibility and accountability in daily work
• Demonstrate active attitude in own development of knowledge and skills
• Strongly oriented to customer satisfaction and quality of service
  
  

  Flexibility is needed

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.