Oorspronkelijke vacature omschrijving:

The organisation

The Mercedes-Benz Customer Assistance Center (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 45 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.

Maastricht is a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for travelling to other areas of the continent. Due to its location, Maastricht is a melting-pot of different nationalities creating a vibrant, multi-lingual community in which it’s easy to feel at home.

The function

GSSN+ (Global Standard Source for Network Data) is the central source of dealer master data for Mercedes-Benz AG retailers world-wide. As part of the Retail Service portfolio in the Mercedes Benz Customer Assistance Center (MBCAC), the GSSN+ Service Center constitutes the central governance entity for all GSSN+ related issues and inquiries and ensures optimal data quality, provides market consultation and qualification, and serves a first point of contact for all GSSN+ relevant questions and concerns.

The GSSN+ Support Specialist provides a first point of contact for users and market administrators, assisting them with all GSSN+ related questions and concerns.

Job Duties & Responsibilities

• Provide timely and high-quality support for inquiries and issues relating to GSSN+ application features and usability
• Create new GSSN+ users according to user request forms and in line with internal processes
• Provide accurate and concise documentation of own work in a ticket based CRM system
• Identify when issues require involvement of 2nd and 3rdlevel support and escalate relevant cases correctly and independently
• Participate in GSSN+ release update testing, feeding back findings to stakeholders
• Assist with GSSN+ data quality checks and continuous improvement measures of product documentation and processes
• Maintain and develop continuous knowledge exchange through network of contacts

Requirements

Required Qualifications

• Experience in comparable position of employment and seniority

Knowledge, Skills & Abilities

• Advanced communication skills (B2B)
• Advanced information gathering and analytical skills
• Advanced understanding of contact center processes, main KPIs and workflows
• Fluent in corporate language English
• Fluency in additional languages (mainly German) is preferred
• Experience with CRM based ticket documentation and MS Office Suite
• Ability to recognize priorities and adapt own activities independently according to business needs
• Ability to maintain a positive, customer-centric mindset and professional attitude in time-sensitive, high impact business scenarios
• Innovative, team-focused problem-solving approach and ability to recognize need to involve third parties and escalation levels where required
• Strong IT affinity and understanding of concepts relating to database, API, software testing, user management and data security
• Open mindset and ability to think out of the box
• Willingness to travel for work when required

We offer

• Multicultural, dynamic and international working environment
• Full time position
• 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
• Lucrative relocation package that covers your travel and living expenses for the first six weeks
• 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

The procedure

Is this the right job for you? Then upload your application documents including CV and letter of motivation, detailing your relevant experience and why you are passionate about this position, in English via the link.

For data protection reasons, we do not accept applications by e-mail. Please use the link provided for your application.