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.
Are you fuelled by the power of data and driven by the desire to make every customer interaction memorable? We are looking for an analytical Customer Insights Specialist who can turn insights into action and transform satisfaction into delight!
At the Mercedes-Benz Customer Assistance Centre, we believe that the heart of our success lies in understanding our customers deeply and delivering beyond their expectations. That's where you come into the picture. With your analytical acumen, you'll not only uncover what our customers truly desire but also pave the path to an unparalleled service experience.
As a Customer Insights Specialist, you will be part of a Quality Management team that is responsible for managing a global Quality Management Framework used in Customer Contact Centres all over the world. The responsibility is focused on the continuous development and improvement of our customer satisfaction survey strategy, transaction monitoring process and other quality measures, preparing and completing action plans as well as defining standards and steering models. The team is also responsible for supervising and assisting the quality assurance work of local teams in different sites worldwide, which includes setting up quality business review sessions to review the quality measures and calibrations with local teams.
The Customer Insights Specialist is expected to make a valuable contribution to quality and performance in the contact centers that are part of the global CCC network. They will communicate with a large variety of stakeholders within the CAC in Maastricht as well as across the global Customer Contact Centres and involved third parties.
Your tasks and responsibilities will be:
Who are you?
You will join a multicultural, innovative and informal international working environment with interesting conditions, both primary and secondary. It’s important to be somewhere you feel you can grow. We offer opportunities that enable you to develop.
Furthermore, a health insurance at discount rate, a company bonus (variable payment) and a non-contributory pension plan are just some of the secondary benefits of working with us.
In addition, we offer a comprehensive relocation package.
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