Oorspronkelijke vacature omschrijving:

The organisation

We are the Mercedes-Benz Customer Assistance Centre Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centres (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.

Our Customer Assistance Centre (CAC) in Maastricht (The Netherlands) looks after our Mercedes-Benz customers and Mercedes-Benz authorised dealerships from both inside and outside of Europe. Our passion is to drive customer service and quality to the next level because we know that happy customers make loyal customers. That's why we're seeking English-speaking Senior Customer Service Representatives to join our Customer Advocacy Team in Maastricht.

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.

The function

As an English-speaking Senior Customer Service Representative within our Customer Advocacy Team in Maastricht, you will ensure that you offer a quality service and that our customers retain their passion for Mercedes-Benz.

What does a typical week look like?

• Receiving and resolving email complaints or enquiries from customers.
• Making outbound calls to both customers and Mercedes-Benz authorized dealerships.
• Listening to customers and getting to the bottom of their needs & wants and making them feel heard.
• Assessing the gravity of complaints and gathering evidence to ensure that you understand all relevant facts.
• Quickly and effectively escalating any complex issues to the right people.
• Keeping meticulous notes and updates of customer interactions, resolutions and feedback provided.
• Proactively looking out for patterns and trends and collaborating with your colleagues and line managers to come up with smart ways to prevent recurring issues.
• Assisting with the development and implementation of customer-focused initiatives and programmes.

Requirements

Here in Maastricht, we are recruiting for an English-speaking Senior Customer Service Representative with a passion for customer satisfaction. What do you bring?

• As we are situated in Maastricht (The Netherlands) and according to Dutch labour law, an EU ID/passport or a Dutch work permit (not EU, but specific for The Netherlands) is a legal requirement to be allowed to work in The Netherlands. Please be aware that we do not organise or sponsor work permits or visas.
• A minimum of two years of complaints handing/complaints investigation experience.
• Fluent (C1+) written and spoken English.
• A love of problem-solving coupled with a curiosity to thoroughly investigate the facts of each case.
• An empathetic and friendly telephone manner combined with good active listening skills.
• IT literacy with experience using customer support software and CRM systems.
• Willing to relocate to within 40km of our office (brief details of the relocation package can be found in the ‘compensation’ section).

We offer

Get ready to join us as an English-speaking Senior Customer Service Representative within our international dream team! Here's what's in store for you at our Mercedes-Benz CAC in Maastricht:

• A gross monthly salary of €2885 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). Please be aware that we do not organise or sponsor work permits or visas.
• 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.

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

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