Vacature Senior Customer Care Advisor | (TEV+) Top End Vehicle Dedication Team (English)

Senior Customer Care Advisor | (TEV+) Top End Vehicle Dedication Team (English) in Maastricht

The organisation

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.

The function

The EQ Team was established in April 2023 and grew successfully in October 2023, supporting customers with electric vehicles in 6 different languages within the area of customer service, connected mobility services & roadside assistance. The goal of the EQ Team is to continue with the luxury strategy supporting customers with electric and other top end vehicles. In April 2024 the EQ team expanded their vehicle portfolio and changed their name to the TEV (Top End Vehicle) team, continuing to support top end vehicles such as EQE, EQS, S-Class, SL, GLS and G-Class.

What is your role?

You will steer, monitor, and escalate cases of a specific customer group. With your pro-active attitude, you handle roadside assistance and workshop visits and actively coordinate escalation in order to reduce the downtime of the vehicles in scope (while in the workshop or on roadside) to an absolute minimum.

You support or resolve customer inquiries, complaints or incidents, in accordance with our policies, procedures and targets. You provide the customer with the best long-term satisfaction possible in a timely, effective, and accurate manner. You will handle inbound calls, emails and case follow ups while managing your existing customer queries in accordance with The MB Way.

Next to these tasks, you support operations and workshops to ensure that the parts delivery is organized by fastest means possible. You will communicate with various departments to guarantee that every procedure runs efficiently in order to maximize the quality of the customer experience.

You are in the lead to arrange priority treatment for replacement vehicles and you maintain relationships with the contact partners within the Mercedes-Benz Group AG organization internal and externally.

Requirements

Who are you?

• Prior experience in a customer service or similar role (preferably in a contact center environment)
• Proficiency in using customer support software and CRM systems
• Excellent English skills (both written and verbal)
• Good technical understanding and affinity
• Pro-active attitude and troubleshooting mindset
• Empathic, maintaining relationships and seeking for customer satisfaction
• Taking decisions and creating solutions when facing complex cases/situations
• Ability to work independently as well as collaboratively within a team
• Thinking ‘out of the box’ and an ‘always finding a solution’ attitude
• Open to relocate to the area of Maastricht, The Netherlands

We offer

What do we offer?

• Multicultural, dynamic and international working environment
• Salary based on 40 hours/week: 2885 gross (net: approx. 2370)
• 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
• Working hours: Monday – Friday 08:00 – 19:00

Please note that we do not sponsor work permits or visas for this position.

The procedure

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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.