Vacature Technical Support Representative | B2B Connect & UMAS Support Team | French & Spanish

Technical Support Representative | B2B Connect & UMAS Support Team | French & Spanish 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 in support of the retail and logistics organizations.

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

The function

As a Technical Support Representative (French & Spanish bilingual) based out of our Mercedes-Benz CAC in Maastricht, you will be the first point of contact for assisting independent workshops and other non-Mercedes-Benz users with using two different Mercedes-Benz portals. These are:

• Mercedes-Benz B2B Connect (B2B = business-to-business)
• User Management After Sales (UMAS)

You will be interpreting error messages, managing incidents, answering questions, helping with new registrations, changing data, reactivating accounts, pro-actively calling users to collect user experience feedback and to raise awareness of the platform features. Our multi-lingual team provides this technical support in six different languages: English, German, French, Spanish, Italian, and Dutch.

Our office is located close to the beautiful Maas River 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.

What Does A Typical Week Look Like?

• Handling incoming work (via emails or tickets) from our customers and responding to their queries promptly and professionally.
• Analysing and investigating issues by making use of acquired knowledge and available tools.
• Recognising and highlighting any ongoing trends.
• Providing information and assistance with both the B2B Connect and UMAS software (and their associated web applications).
• Investigating issues related to the dispatch of cases and system errors.
• Accurately documenting work-related activities in the relevant ticketing system.
• Telephoning existing customers to collect their feedback/opinion, arranging sales-representative visits and getting consent for marketing communications to keep them up-to-date with all developments.
• Accurately documenting telephone-call outcomes in the relevant system.
• Coordinating with internal stakeholders to resolve complex inquiries and complaints about supported products.

Requirements

Here at the Mercedes-Benz CAC, in Maastricht, we are recruiting for a Technical Support Representative (French & Spanish bilingual). What do you bring?

• Fluent written and spoken French and Spanish.
• You will also be able to communicate adequately in English. All CAC training and business communication is carried out in English.
• Willing to speak on the telephone in French & Spanish is required for the role.
• Being empathetic, quality-focused and dedicated to offering a positive customer experience.
• Able to manage customer expectations in a tactful and polite manner.
• We provide full training for our software, so you can help your customers confidently and competently. However, you will need a passion for learning and an affinity with using computers/IT, as well as a basic understanding about the installation of software and configurations of networks.
• Sound logical-thinking and solution-finding abilities.
• Empathy, patience, and the ability to remain calm.
• Ability to work effectively both independently and collaboratively as part of a team in a fast-paced environment.
• Willing to relocate to within 40km of our office (brief details of the relocation package can be found in the ‘compensation’ section).

We offer

If you are successful in becoming our new Technical Support Representative (French & Spanish bilingual), here's what we offer you at our Mercedes-Benz CAC in Maastricht:

• A gross monthly starting salary of €2,693 for 40 hours of work per week
• An annual holiday allowance of 200 hours (based on full-time employment)
• An 8% holiday allowance (paid out annually each summer)
• Personal performance-based incentives and an annual company performance-based bonus.
• Free, on-site parking.
• A flexible hybrid working model (once you are fully trained up and competent)
• 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).
• An extensive training programme and a tailor-made professional individual development plan.
• Travel to work expenses based on your personal situation and distance from the office (bike purchase/lease, public transport, or mileage).
• A thriving social club and free on-site fitness classes.
• A discounted collective health insurance policy.
• A non-contributory pension plan.

The procedure

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

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

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