Vacature Technical Support | Diagnostic Systems | Chinese & English

Technical Support | Diagnostic Systems | Chinese & 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 also in support of the retail and logistics organizations.

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

The function

As part of Retail Service, XENTRY is the first point of contact for delivering worldwide assistance to the retailer network and external entities (e.g. independent workshops) using applications, diagnostic equipment, and software supplied by the Mercedes-Benz aftersales division, Global Customer Service and Parts (GCSP/O).

Tasks and responsibilities of the XENTRY Support User Helpdesk ( UHD) are:

• Handle incoming work (email, tickets) from B2B customers and respond to the queries in a timely and professional manner
• Analyze and investigate issues making use of acquired knowledge and available tools
• Provide information and assistance with regards to XENTRY Hardware and Software, coordinate repair and exchange-service of the diagnostic equipment, investigate problems related to the installation of updates on components, provide support in case of issues with initial network configuration, etc.
• Accurately document work-related activities in the relevant ticketing system according to established policies and procedures
• If necessary, coordinate with internal stakeholders to resolve complex inquiries and complaints about supported products
• Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
• Whether required, perform other duties and responsibilities as assigned.

Requirements

• (Higher) Vocational work- and thinking level;
• Fluent Chinese and English, both written and spoken;
• If you have knowledge of the Korean language, that would be a big plus;
• Excellent understanding of customer satisfaction (both B2B and B2C), preferably gained in a similar customer-facing role;
• Strong affinity with Computers (Windows ®), including installation of software and configurations of networks;
• Affinity with automotive technology and Mercedes-Benz Aftersales Applications is an advantage;
• Excellent analytical skills, ability to anticipate upcoming issues and find solutions, pro-activeness and ability to work independently are key requirements;
• As we believe in the strength of doing things together, teamwork is an essential part of our daily business. Therefore, we aim for candidates with an enthusiastic and inspiring personalities.

We offer

We offer you a job in a multicultural, young, and informal international working environment with interesting conditions, both primary and secondary:

• Salary starting at €2.782,- gross based on 40 hours
• Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
• 200 vacation hours (based on full-time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance-based salary growth
• Company result-oriented bonuses
• Collective health insurance at discounted rates
• Pension plan
• Transportation plan: free bike every 3 years or; free public transport o or; contribution to fuel costs
• A “tailor-made” individual development plan

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.

Due to data privacy reasons, we cannot accept any applications sent by email. Please be so kind to use the link provided.