Vacature Customer Service Representative | 24hr Roadside Assistance Team | Italian

Customer Service Representative | 24hr Roadside Assistance Team | Italian in Maastricht

The organisation

We are the Mercedes-Benz Customer Assistance Center (CAC) 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 also in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

The function

Our Customer Assistance Centre (CAC) in Maastricht (The Netherlands) looks after our Mercedes-Benz customers and Mercedes-Benz authorised dealerships from both inside and outside of Europe. If a diverse and multi-lingual work environment suits you; look no further! Our passion is to drive customer service and quality to the next level because we know that happy customers make loyal customers. That's why we're seeking an Italian-language Customer Service Representative join our Roadside Assistance Team in Maastricht.

Our office is located in the beautiful university city of Maastricht and it is less than less than a 1.5km walk from Maastricht Train Station. The route is also well served by buses and cycle paths. There is free on-site parking. We have an on-site Barista and a lovely canteen which serves delicious breakfast and lunch options.

The Mercedes-Benz Roadside Assistance service is available 365 days per year, 7 days a week and 24 hours a day for our customers who are in need of roadside assistance. As our new Italian-language Customer Service Representative based out of our office in Maastricht, you will be answering inbound customer telephone requests for roadside assistance (in Italian) and offering help on the telephone as well as coordinating the assistance through Mercedes-Benz authorized service providers.

You will also collate and input all information into a computerised system. In case the problem can't be solved by telephone, you will call the nearest dealer who will send out a technician. You will follow up and coordinate the case and keep the customer updated with timescales and other pertinant information. Our philosophy is to ensure that our valued Mercedes-Benz customer is able to resume their journey as quickly as possible.

Requirements

Here at the Mercedes-Benz CAC, in Maastricht, we are recruiting for an Italian-language Customer Service Representative with a passion for customer satisfaction. What do you bring?

• You are able to work in a shift pattern. This is a role for 35 or 40 hours with shift work. You will work 2-3 night shifts and 1-2 weekend days in this four weeks planning. The shift pattern stays the same, so you exactly know for the future which days you are off. This particular role is not a 9 to 5 Monday to Friday job.
• Fluent (minimum C2) written and spoken Italian
• Professional written and spoken English. You will also be able to communicate with your teammates in English. All CAC training and business communication is carried out in English.
• An empathetic and friendly telephone manner combined with good active listening skills.
• Sound knowledge of Italian culture and geography
• Previous experience in customer care/customer service coupled with a good understanding of customer satisfaction
• Team player with a preference for collaborative working.
• Ability to prioritise, analyse, plan and coordinate on high volume work
• IT literacy with experience using customer support software and CRM systems.
• Willing to relocate to within 40km of our office (brief details of the relocation package can be found in the ‘compensation’ section).

We offer

Get ready to join us as an Italian-language Customer Service Representative, within our international dream team! Here's what's in store for you at our Mercedes-Benz CAC in Maastricht:

• A gross monthly salary of €2693 for 40 hours of work per week (excluding the additional shift allowances for weekends and/or nights)
• An annual holiday allowance of 200 hours (based on full-time employment)
• An 8% holiday allowance (paid out annually each summer)
• An attractive relocation package which covers your travel and living expenses for your first six weeks (in accordance with Mercedes-Benz CAC relocation package regulations).
• A flexible hybrid working model (once you are fully trained up and competent)
• Personal performance-based incentives and an annual company performance-based bonus.
• Free, on-site parking.
• Travel to work expenses based on your personal situation and distance from the office (bike purchase/lease, public transport or mileage).
• A discounted collective health insurance policy.
• A non-contributory pension plan.
• A thriving social club, an on-site canteen and free on-site fitness classes.

The procedure

Is this your dream job in the Mercedes-Benz CAC in Maastricht? We can’t wait to hear from you! Please click on the ‘apply now’ button and upload your English-language CV.

For GDPR purposes, we cannot accept any applications via any other method. #BePartOfUs