Vacature Senior Customer Service Representative - Spanish

Senior Customer Service Representative - Spanish in Maastricht

The organisation

We are the Mercedes-Benz Customer Assistance Center Maastricht. Our strong focus on customer-centricity have given us the expertise to manage and develop global Customer Contact Centers (CCC) worldwide. We belong to the Mercedes-Benz Global Customer Service & Parts Division and work closely with other departments and divisions to create the best customer experience.

With an international team of over 1000 colleagues, we strive to create the ultimate customer experience not only for the drivers of our vehicles but also to support retail and logistics organizations.

WE CARE about customers; they are part of our DNA.

The function

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.

Responsibilities of the team:

• 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

Who are you?

• 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 Spanish 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

What do we offer?

• Multicultural, dynamic, and international work environment
• Salary based on 40 hours/week: 2981 gross (Net: approx. 2583)
• Comprehensive onboarding up to 3 months
• Individual development plan
• 200 vacation hours (based on full-time employment)
• Vacation pay: 8% of annual salary
• Performance-oriented annual salary increase
• Bonus system based on company results
• Attractive relocation package covering your travel and living expenses for the first six weeks
• Transport plan: a free bicycle, free public transport, or a contribution to travel expenses.
• Collective health insurance at discounted rates
• Company pension plan without personal contribution
• Working hours: Monday - Friday 08.30-17.00h
• A flexible hybrid working model (once you are fully onboarded and competent)

The procedure

#BePartOfUs Is this the right job for you? Then upload your application documents including resume and motivation letter in English via the provided link.

For privacy reasons, we do not accept applications via email. Please use the provided link for your application.