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

Technical Service Representative I | B2B Connect & UMAS Support | Dutch in Maastricht

The organisation

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.

The function

About the team:

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.

These will be your tasks and responsibilities:

• 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

This is what we are looking for:

• Fluent written and spoken Dutch. Willing to speak on the telephone in Dutch is required for the role.
• You are also able to communicate adequately in English. All CAC training and business communication is carried out in English.
• 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

Become part of the Mercedes-Benz CAC and experience the following benefits:

• Multicultural, dynamic, and international work environment
• Attractive salary: €2.782 gross (approx. €2.463 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)
• 32-40 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

Becoming... 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 link.

For data protection reasons, we cannot accept applications via other channels.