Vacature Technical Support Representative | Connected Mobility Services Team | Italian

Technical Support Representative | Connected Mobility Services Team | Italian 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 an Italian-language Technical Support Representative at the Mercedes-Benz CAC, in Maastricht, you will merge the digital and technical world with our passion for delighting our customers. We dedicate our services to always find customer-centric solutions that not only exceed our customers’ expectations but also delight them with our knowledge and support during the process. Nowadays the whole world revolves around technology. Mercedes-Benz vehicles are no exception! We are the first automotive company to introduce a fully functioning app that enables customers to solve any queries regarding their car, from the comfort of their smartphone: our Mercedes-Benz App. We have a dedicated Italian-language team that provides an excellent level of customer service for B2B and B2C users of the app.

What does a typical week look like?

• Accepting incoming support requests and incidents via telephone, email, and live chat.
• Troubleshooting and resolving issues.
• Creating cases, registering all activities using a ticketing tool.
• Identifying weaknesses in our processes or tools and creating awareness by escalating them accordingly.
• Resolving reported issues according to pre-defined used cases.
• Escalating undefined issues to a higher level.

Our office is located in the beautiful university city of Maastricht, 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.

Requirements

Here at the Mercedes-Benz CAC, in Maastricht, we are recruiting for a Technical Support Representative (Italian-language) with a passion for customer satisfaction. What do you bring?

• Fluency in Italian (both written and spoken).
• Ability to communicate sufficiently in English. All CAC training and business communication is carried out in English.
• Excellent customer service skills (B2C and/or B2B).
• An affinity with technology (IT-related) helps! For example, you enjoy troubleshooting issues with your smartphone / laptop / printer/ Wi-Fi etc and finding appropriate solutions/workarounds.
• Availability to work from 35 to 40 hours per week. Our team provides support from Monday to Sunday and from 08.00hrs to 20.00hrs. We offer a shift allowance for your weekend shifts.
• Willing to relocate to a commutable distance from the Maastricht area. During your initial induction and training period, attendance at the office every day is required. Once you are trained up and able to work independently, you will be added to the team's shift roster will be permitted to work a hybrid pattern.

We offer

Get ready to join us as a Technical Support Representative (Italian-language) within our international dream team! Here's what's in store for 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 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 in 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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