Vacature Technical Service Representative I | B2B Connect & UMAS Support | Dutch

Technical Service Representative I | B2B Connect & UMAS Support | Dutch 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 (Dutch) based out of our Mercedes-Benz CAC in Maastricht, you will be the first point of contact for assisting independent workshops and other non-Mercedes-Benz users with using two different Mercedes-Benz portals. These are:

• Mercedes-Benz B2B Connect
• User Management After Sales (UMAS).

Our multi-lingual team provides technical support in six different languages: English, German, French, Spanish, Italian, and Dutch. As our new Technical Service Representative (Dutch), you will be interpreting error messages, managing incidents, answering questions, helping with new registrations, changing data, reactivating accounts, pro-actively calling users to collect user experience feedback and to raise awareness of the platform features.

What Does A Typical Day Look Like?

• Handling incoming work (via emails or tickets) from our customers and responding to their queries promptly and professionally.
• Analysing and investigating issues by making use of acquired knowledge and available tools.
• Recognising and highlighting any ongoing trends.
• Providing information and assistance with both the B2B Connect and UMAS software (and their associated web applications).
• Investigating issues related to the dispatch of cases and system errors.
• Accurately documenting work-related activities in the relevant ticketing system.
• Telephoning existing customers to collect their feedback/opinion, arranging sales-representative visits and getting consent for marketing communications to keep them up-to-date with all developments.
• Accurately documenting telephone-call outcomes in the relevant system.
• Coordinating with internal stakeholders to resolve complex inquiries and complaints about supported products.

Requirements

What we are looking for in an ideal candidate for this role:

• Fluent or near fluent written and spoken Dutch.
• You will also be able to communicate adequately in English. All CAC training and business communication is carried out in English.
• Willing to speak on the telephone in Dutch is required for the role.
• Being empathetic, quality-focused and dedicated to offering a positive customer experience.
• Able to manage customer expectations in a tactful and polite manner.We provide full training for our software, so you can help your customers confidently and competently. However, you will need a passion for learning and an affinity with using computers/IT, as well as a basic understanding about the installation of software and configurations of networks.
• Sound logical-thinking and solution-finding abilities.
• Empathy, patience, and the ability to remain calm.
• Ability to work effectively both independently and collaboratively as part of a team in a fast-paced environment.

We offer

If you are successful, here's what's in store for you at our Mercedes-Benz CAC in Maastricht:

• A gross monthly starting salary of €2,693 for 40 hours of work per week
• An annual holiday allowance of 200 hours (based on full-time employment)
• An 8% holiday allowance (paid out annually each summer)
• Personal performance-based incentives and an annual company performance-based bonus.
• Free, on-site parking.
• A flexible hybrid working model (once you are fully trained up and competent)
• An attractive relocation package which covers your travel and living expenses for your first six weeks (in accordance with Mercedes-Benz CAC relocation package regulations).
• An extensive training programme and a tailor-made professional individual development plan.
• Travel to work expenses based on your personal situation and distance from the office (bike purchase/lease, public transport, or mileage).
• A thriving social club
• A discounted collective health insurance policy.
• A non-contributory pension plan.

The procedure

If this sounds interesting to you, please click on the ‘apply now’ button and upload your CV.

For GDPR purposes, we cannot accept any applications via any other method.