Vacature Technical Service Representative 2 | DSD

Technical Service Representative 2 | DSD in Maastricht

The organisation

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 in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

The function

As a Technical Service Representative (German-language) in the Connected Mobility Services department, you will provide high-level dealer and B2B support and assume responsibility for handling connected mobility-related market escalations & boomerang cases. You will engage through various communication channels to provide prompt and effective assistance. Your role will involve handling complaints and escalations from dealers and fleet owners. Your task is to ensure their satisfaction and resolve any issues they may encounter while using our connected mobility services. The ideal candidate will excel in guiding dealers and fleet owners through problems with their proactive problem-solving and solution-oriented approach.

What does a typical day look like?

• Serving as the main point of contact for dealer and B2B enquiries, issues, and concerns related to our Mercedes-Benz connected mobility services.
• Handling escalations & boomerang cases.
• Responding promptly and professionally via multiple channels, providing accurate and helpful information.
• Troubleshooting and resolving technical issues and providing step-by-step guidance, ensuring customers (B2B) and dealers can fully utilize our connected mobility services.
• Actively listening to customer (B2B) feedback, concerns, and suggestions, empathising with their needs and taking appropriate action to address them.
• Documenting customer interactions, issues, and resolutions accurately in our CRM system, ensuring a complete and up-to-date customer service history.
• Collaborating with cross-functional teams to anticipate, escalate, and resolve complex customer issues efficiently.
• Maintaining a high level of professionalism and empathy in all interactions.
• Supporting the development of customer support materials, such as FAQs and user guides to empower customers to self-serve whenever possible.

Requirements

Here in the Connected Mobility Services department, we are recruiting for a Technical Service Representative (German-language) with a passion for customer satisfaction. What do you bring?

• Previous experience in customer service or technical support.
• Excellent communication skills, both verbal and written, with a customer-centric approach.
• Fluent written and spoken German skills
• You will also be able to communicate fluently in English. All CAC training and business communication is carried out in English.
• Strong problem-solving abilities.
• Empathy, patience, and the ability to remain calm.
• Ability to work effectively both independently and as part of a team in a fast-paced environment.
• Technical aptitude and familiarity with technology.
• Competency in using customer support software, CRM systems, and other relevant tools is a plus.
• Able to work full time hours between Monday to Friday 08.00 to 20.00

We offer

Salary Grade D

The procedure

For further information please contact [email protected]