Vacature Technical Service Representative II | DSD | German&Eng

Technical Service Representative II | DSD | German&Eng in Maastricht

The organisation

About Us

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

About the role

As a Senior Technical Service Advisor, you will provide high-level dealer and B2B support and assume responsibility for handling connected mobility-related market escalations & boomerang cases. You will engage through various communication channels to provide prompt and effective assistance. Your role will involve handling complaints and escalations from dealers and fleet owners. Your task is to ensure their satisfaction and resolve any issues they may encounter while using our connected mobility services. The ideal candidate will excel in guiding dealers and fleet owners through problems with their proactive problem-solving and solution-oriented approach.

Your responsibilities:

• Serve as the main point of contact for dealer and B2B enquiries, issues, and concerns related to our connected mobility services.
• Handling of escalations & boomerang cases.
• Respond promptly and professionally via multiple channels, providing accurate and helpful information.
• Troubleshoot and resolve technical issues and provide step-by-step guidance, ensuring customers (B2B) and dealers can fully utilize our connected mobility services.
• Actively listen to customer (B2B) feedback, concerns, and suggestions, empathizing with their needs and taking appropriate action to address them.
• Document customer interactions, issues, and resolutions accurately in our CRM system, ensuring a complete and up-to-date customer service history.
• Collaborate with cross-functional teams to anticipate, escalate, and resolve complex customer issues efficiently.
• Maintain a high level of professionalism and empathy in all interactions.
• Support the development of customer support materials, such as FAQs and user guides to empower customers to self-serve whenever possible.

Requirements

Your profile:

• Previous experience in customer service or technical support.
• Excellent communication skills, both verbal and written, with a customer-centric approach.
• Professional Proficency in German and English (both written and verbal).
• Strong problem-solving abilities.
• Empathy, patience, and the ability to remain calm.
• Ability to work effectively both independently and as part of a team in a fast-paced environment.
• Technical aptitude and familiarity with technologies.
• Proficiency in using customer support software, CRM systems, and other relevant tools is a plus.

We offer

​​​​​​We offer:

• A multicultural, dynamic, and international working environment
• salary based on 40 hours/week: 2885 gross (net: approx. 2300)
• 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
• 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 - 20.00h

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.