Vacature Technical Service Representative 2 (experienced) | Dedicated Services Desk | German & English

Technical Service Representative 2 (experienced) | Dedicated Services Desk | German & English 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 function

About our team:

In our technical service desk team, you will be responsible for supporting dealers and B2B customers. You will handle market escalations & boomerang cases related to our digital mobility services. You will provide fast and effective support via various communication channels.

What does a typical day look like?

• Main contact person for dealers and B2B customers for inquiries, problems and concerns related to our Mercedes-Benz digital mobility services.
• Processing escalations & boomerang cases.
• Quick and professional communication via various channels with accurate and helpful information
• Troubleshooting and solving technical issues with detailed step-by-step instructions to ensure optimal use of our digital mobility services.
• Active listening: Receiving feedback, concerns and suggestions from customers (B2B), empathetically addressing their concerns and taking appropriate action..
• Documenting customer interactions, issues and resolutions in our CRM system to ensure a complete and up-to-date service history.
• Collaborate with other teams to efficiently anticipate, escalate and resolve complex customer issues.
• High level of professionalism and empathy in every interaction.
• Assisting in the creation of support materials such as FAQs and user guides to empower customers to help themselves.

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?

• Experience in customer service, technical support or a similar role is an advantage.
• Excellent interpersonal and communication skills (written and verbal).
• Professional German language skills (written and oral).
• Good command of English (written and oral).
• Solution-oriented and proactive mindset.
• Empathy, patience and the ability to remain calm in challenging situations.
• Ability to work both independently and as part of a team..
• Technical understanding and affinity for technology.
• Experience working with customer support software, CRM systems and other relevant tools is an advantage..
• Willingness to relocate near Maastricht (Netherlands) if required.

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
• Discounts on gym, sports classes, restaurants & shops
• Events organized by the company where you can connect with colleagues from all departments

The procedure

#BePartOfUs

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 can only accept applications via the link provided.