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 functionWithin the Retail Services department, we are responsible for technical enquiries about parts for Mercedes-Benz passenger cars and vans. The supported entities are the Retailers. Furthermore, the specialist role is to liaise with internal and external partners for resolving complex issues. The Technical Retail Support Parts 1st level is the first point of contact for delivering support in regards to technical parts enquiries based on the Xentry Portal Parts job. The supported entities consist of the Mercedes-Benz retail organization in several European countries.
Tasks and Responsibilities:Handles delegated technical parts topics from Mercedes-Benz WorkshopsHandles escalated topics from markets / leadership teamSupports sub-level operational departments and sub-teams with advanced troubleshooting knowledge and techniques, demonstrating operational best practice to all contact partners within MBCAC and the Mercedes-Benz GroupAppropriate usage of available resources and documentation of business related activities in relevant system (e.g. ticketing system)Proactively and continuously monitor workload to ensure timely investigation and response to support requestsIs able to provide feedback to business partner influencing product specification and policyIs able to signal process change requirements to business partnersUses out-of-the box thinking to develop alternative solutions when established processes are not sufficientEnsures quality improvements within supported servicesProactively steers analytical reasoning and problem solution amongst colleaguesRequirementsExcellent knowledge of French, spoken and writtenExcellent knowledge (spoken and written) of EnglishExcellent communication skills (B2B)Expert skills in technical support and problem solvingMinimum 2 years of experience within similar area of business is a mustAn engineering or mechanic background is requiredAbility to work with technical drawings in 2D and 3D applications is a requirementAbility to work according given processesExperienced to work with (technical) automotive catalogs and databasesChecks and corrects erroneous data content in systems where encountered or prompts responsible party to amendKnowledge in applications of the Xentry portal like VeDoc, Parts Information etc.On a personal levelYou are a team playerAdvanced affinity with the automotive technology and / or electronic equipmentAnalytical thinker with a structured approach towards workAble to put yourself into the shoes of a Mercedes-Benz workshop and serves accordinglyStrong flexibility towards unknown problems and situations based on vast personal experience and accrued knowledge'Can-do' and proactive attitude and customer centric approachUses expert knowledge, training and experience to translate problems into solutionsOpen communication style and a culture of feedbackDoes not search for responsibility, but takes itAble to set priorities and acts accordingly together with team membersIs capable of handling expert tasks in combination with regular workload without raising the personal stress levelWe offerWe offer you a job in a multi-cultural, young and informal international working environment with interesting conditions, both primary and secondary:
Salary starting at €2.885,- gross based on 40 hoursLucrative 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 salaryCompetitive performance based salary growthCompany result oriented bonusesCollective health insurance at discounted ratesPension plan without any personal 'money' contributionTransportation plan: free bike every 3 years or; free public transport or; contribution to fuel costsA "tailor made" individual development planThe procedurePlease use the "apply" button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.
Please note that we cannot sponsor work permits or visas for this position.
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