Vacature: Technical Service Representative | B2B Connect & UMAS Support
Werkgever:Mercedes-Benz Customer Assistance Center Maastricht
Plaats:Maastricht
The organisation
Our home base is the Mercedes-Benz Customer Assistance Center Maastricht, which is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales. 1200 employees from 42 different countries add diversity and enrich an organization dedicated to driving customer satisfaction and high performance.
The function
As part of Retail Service, B2B Connect & UMAS Support is the first point of contact for delivering worldwide assistance to our customers, which are independent workshops (ISP’s) and other external entities using applications, diagnostic equipment, and software supplied by Mercedes-Benz’s aftersales division, Global Customer Service and Parts (GCSP/O).
We support two portals: Mercedes-Benz B2B Connect and User Management After Sales (UMAS).
The wide scope of support the team delivers, includes technical support (error messages, incident management, queries about usage etc.), user management support (registration, data changes, reactivation etc.), and “soft” marketing tasks (pro-actively calling ISPs to collect user experience feedback, raise awareness of the platform etc.). We provide this support in six languages: English, German, French, Spanish, Italian, and Dutch
Tasks and responsibilities of the B2B connect team are:
- Handle incoming work (email, tickets) from Retail customers and respond to queries promptly and professionally.
- Analyze and investigate issues making use of acquired knowledge and available tools, and recognize and report any ongoing trends.
- Provide information and assistance with regards to B2B Connect, UMAS and associated web applications, investigate problems related to the dispatch of cases and system errors, etc.
- Accurately document work-related activities in the relevant ticketing system according to established policies and procedures.
- Call selected Retail customers to collect user experience feedback, arrange sales rep visits, get consent for online newsletter etc. (outbound calls only), accurately document outcomes of the calls in the relevant system.
- If necessary, coordinate with internal stakeholders to resolve complex inquiries and complaints about supported products.
- 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
- Excellent command of English both spoken and written.
- Fluent or near fluent command of Dutch.
- Professional knowledge of one or more of the other supported languages (German, French, Spanish, Italian) is an advantage.
- Our ideal candidate is willing to be our Brand Ambassador. They are highly perceptive, customer-focused, and, able to understand and manage customer expectations.
- Good communication (B2B) skills are essential, both written and verbal.
- Due to the nature of our business the candidate needs to have a good understanding of, and a strong affinity with computers (Windows ® applications, web browsers etc.), as well as installation of software and configurations of networks.
- Superior analytical skills, ability to anticipate upcoming issues and find solutions, pro-activeness and ability to work independently are key requirements.
- Due to the broad scope of support, an ability to acquire and retain knowledge on a wide range of topics is necessary.
- Our fast-moving and dynamic environment requires flexibility and the ability to work according to established processes, guidelines, and policies without detriment to your own stress.
- As we believe in the strength of doing things together, teamwork is an essential part of our daily business. Therefore, we aim for candidates with enthusiastic and inspiring personality.
- If you identify yourself with this profile and would like to be part of our successful team, don’t hesitate to apply for the position!
We offer
What do we offer?
- Multicultural, dynamic and international working environment
- Salary based on 40 hours/week: 2693 gross (net: approx. 2250)
- An extensive initial training
- 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 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.
