Vacature Technical Service Representative II | DSD | German & English

Technical Service Representative II | DSD | German & English in Maastricht

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) in Maastricht, The Netherlands, is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz customers. More than 25 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

At Mercedes-Benz, we are dedicated to transforming the way people experience transportation through our innovative connected mobility services. We strive to provide exceptional customer experiences and ensure that our users have a seamless and enjoyable journey. We are currently seeking a passionate and customer-focused individual to join our team as a Senior Technical Service Adviser. As a member of our team, you will play a vital role in providing outstanding support and assistance to our users.

The function

As a Senior Technical Service representative, you will provide high-level dealer and B2B support and assume responsibility for handling connected mobility-related market escalations & boomerang cases. You will engage with customers 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.

Your responsibilities:

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

Requirements

Your profile:

• Previous experience in customer service or a related field, preferably within the technology or automotive industry.
• Excellent communication skills, both verbal and written, with a customer-centric approach.
• Excellent German and English skills (both written and verbal).
• Strong problem-solving abilities and the capacity to think quickly on your feet.
• Empathy, patience, and the ability to remain calm under pressure while addressing customer (B2B) and dealer concerns.
• Proficiency in using customer support software, CRM systems, and other relevant tools.
• Ability to work effectively both independently and as part of a team in a fast-paced environment.
• Technical aptitude and familiarity with connected mobility services and related technologies.

We offer

​​​​​​We offer:

• A multicultural, dynamic, and international working environment
• salary based on 40 hours/week: 2885 gross (net: approx. 2300)
• An extensive initial training of up to 3 months
• A tailor-made individual development plan
• 200 vacation hours (based on full-time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance-based salary growth
• Company result oriented bonuses
• Transportation plan: free bike every 3 years, free public transport, or contribution to fuel costs
• Collective health insurance at discounted rates
• Non-contributory pension plan
• Working hours: Monday - Friday 08.00 - 20.00h

The procedure

Is this the right job for you? Then upload your application documents including CV and letter of motivation in English via the link.