Vacature Technical Support | Campaign Management | German & English

Technical Support | Campaign Management | German & English 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:

The Diagnostic Helpdesk (DHD) 1st level team is the first point of contact for delivering worldwide support in relation to tools, processes and licenses for onboard diagnosis software within the areas of the Mercedes-Benz Group.

One of the topics supported in DHD is Campaign Management, which is part of the Over-the-Air Software Update Support (OTA). The ECU Software updates will happen over-the-air instead of via a cable from a computer to a vehicle. Your role is to assist the colleagues from RD/CUU with the creation of different types of campaigns, the monitoring of created campaigns and the building & structuring of knowledge base.

These will be your tasks and responsibilities:

• Handle incoming tasks from RD/CUU and respond to the queries in a timely and professional manner.
• Creating processes & knowledge base articles with provided information, as well as regularly checking the actuality of said information.
• Actively reach out to internal stakeholders & coordinate on designing new processes and filling knowledge gaps.
• Ensure to perform incoming tasks with high quality & accuracy.
• Accurately document work related activities in the relevant ticketing system according to established policies and procedures.
• Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
• Whether required, perform other duties and responsibilities as assigned

Requirements

This is what we are looking for:

• Excellent in English (corporate language), both written and spoken
• Very strong analytical skills
• Ability to keep concentration for longer period of time
• Strong skills and advanced experience with Microsoft tools.
• Knowledge with Diagnostic Topic will be a plus
• Strong ownership and understanding of the impact and consequences that own/team actions have on customer/stakeholder satisfaction
• Highly adaptable to changing business requirements
• Ability to anticipate on upcoming issues and in finding solutions
• ‘Can-do’ and proactive attitude
• Open communication style, including ability to give and receive feedback.
• Strong communication skills (B2B & B2C), both written and verbal

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

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.