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Vacature: Knowledge Management Specialist

Werkgever:Mercedes-Benz Customer Assistance Center Maastricht

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

In order to serve our customers in the best way possible, our Knowledge Management team is looking for a Knowledge Management Specialist. The aim of the Knowledge Management team is to offer the best knowledge support for our agents and to build a cross channel knowledge database for all Mercedes-Benz contact centers worldwide.

As member of the Knowledge Management Team you will be part of a project that will change the way we work. You will be an ambassador for Knowledge Management and a customer-centric service approach across the organization.

You are absolutely passionate about Knowledge Management, analyzing and identifying knowledge areas that can help to improve agent support and customer service. You can combine the interests of different stakeholders in our deliverables while having in mind to serve the user the best way possible. You can see yourself as a promoter for the topic of Knowledge Management and helping to build a Knowledge Organization that will ensure the quality of knowledge shared and communicated.

You are experienced in working with organizational change and you can apply the right communication accordingly. You have experience in setting up workshop and to motivate stakeholders to bring in their needs, ideas and insights. You have strong written and verbal communication skills and are able to organize yourself, manage your time and tasks and you work thoroughly while balancing topics of importance and urgency. You have an eye for details as well as for the bigger picture.  

You are responsible for helping with setting up a new Knowledge Management system for Mercedes-Benz Contact Centers worldwide. Therefore, you know how to support a project and how to structure, set-up and write knowledge articles and harmonize them perfectly with the most frequently asked customer questions. You have experience with system roll-outs and you can see yourself working on to continuously improve the system and its functionalities to ensure best supports for colleagues and customers from different markets and cultures.


  • Excellent verbal and written communication skills.
  • At least two years of working experience in the field of Knowledge Management.
  • Experience with the implementation and roll-out of a Knowledge Management system.
  • Experience with Change Management.
  • Project experience.
  • At least two years of working experience in a contact center
  • Familiar with the automotive industry
  • Strong analytic and conceptual thinking
  • Write consistently and follow the agreed structure of the knowledge base
  • Structured and accurate way of working
  • Able to distinguish between the core message and additional information
  • Excellent English oral and written skills; other languages are a major plus
  • Requisite Education and Experience / Minimum Qualifications:
  • Degree or Diploma in Communications, language studies or Knowledge Management area.

We offer

Working hours
Full-time position 40 hours per week, Monday to Friday.

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 2085