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Technical Service Representative - Kundenbetreuungscenter Front Desk

Functieomschrijving

The organisation

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler's Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers' mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That's why we live the brand's most important promise: “The best or nothing”.

The function

The XENTRY Support KBC Frontdesk is the point of contact for inquiries from Market Operational Centers/General Distributors and the Retailer Network related to system contract management, StartKeys (software license) and customer data management with regards to XENTRY products and services using the tools and software supplied by Daimler's aftersales division, Global Service and Parts (GSP/O).

Task and Responsibilities

  • Proactively monitor all incoming communication channels from B2B customers and respond to their queries in a timely and professional manner
  • Analyze and investigate issues making use of acquired knowledge and available tools.
  • Provide information and assistance related to system contract management, StartKeys (software license) and customer data management with regards to XENTRY products and services as well as investigate problems related to the dispatch of cases and process adherence, etc
  • Accurately document work related activities in the relevant ticketing system according to established policies and procedures
  • Direct coordination, when necessary, with GSP 2nd & 3rd level as well as external stakeholders to resolve complex enquiries and complaints about supported products
  • Discrete and adequate handling of confidential information related to customer data as well as financial transactions and records
  • Ensure correct registration of Independent Service Providers in the Daimler database according to established guidelines
  • Ensure timely expedition of shipment documentation based on country-specific customs regulations
  • Ensure all areas of personal/departmental responsibility are handled promptly, accurately and with outstanding customer service
  • When required, perform other duties and responsibilities as assigned
  • Adaptive and flexible to changing business requirements
  • Buddying/training tasks mentoring junior staff

Requirements

  • Very strong organizational and administrative skills
  • Highly proficient to fluent German speaking and fluent in English (corporate language).
  • Strong communication skills (B2B), both written and verbal.
  • Good skills in customer support and methodological approach to problem solving.
  • Completed vocational education. High vocational or bachelor level is an advantage but not a requirement. Candidates without a degree will be considered given equivalent experience and abilities.
  • Affinity with IT - Computer literate (MS Windows Office)
  • Basic knowledge of automotive technology and Daimler Aftersales Applications is an advantage
  • ‘Can-do' and proactive energetic attitude in a diverse and intercultural environment.
  • Take ownership and responsibility to ensure action is taken in time sensitive situations.
  • Open communication style and participation in Feedback culture

  • Very strong organizational and administrative skills
  • Highly proficient to fluent German speaking and fluent in English (corporate language).
  • Strong communication skills (B2B), both written and verbal.
  • Good skills in customer support and methodological approach to problem solving.
  • Completed vocational education. High vocational or bachelor level is an advantage but not a requirement. Candidates without a degree will be considered given equivalent experience and abilities.
  • Affinity with IT - Computer literate (MS Windows Office)
  • Basic knowledge of automotive technology and Daimler Aftersales Applications is an advantage
  • ‘Can-do' and proactive energetic attitude in a diverse and intercultural environment.
  • Take ownership and responsibility to ensure action is taken in time sensitive situations.
  • Open communication style and participation in Feedback culture

We offer

We offer you a job in a multi-cultural, young and informal international working environment with interesting conditions, both primary and secondary:

  • Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
  • 200 vacation hours (based on full time employment)
  • Holiday allowance: 8% of annual salary
  • Competitive performance based salary growth
  • Result oriented bonuses
  • Employee Car Program: discount on new or used Daimler brand cars
  • Collective health insurance at discounted rates
  • Pension plan
  • Transportation plan: free bike every 3 years or; free public transport or; contribution to fuel costs
  • A “tailor made” individual development plan
The procedure

Please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.

For more information about this vacancy please contact the Recruitment Office on +31 43 356 2708

Locatie

Maastricht

Opdrachtgever

Mercedes-Benz Customer Assistance Center Maastricht

Publicatiedatum

19.07.2019