Vacature: Senior Customer Service Representative - CAT IT
Werkgever:Mercedes-Benz Customer Assistance Center Maastricht
Plaats:Maastricht
The organisation
At Mercedes-Benz, we are dedicated to providing exceptional customer experiences. We believe that customer satisfaction is the cornerstone of our success, and we strive to go above and beyond to meet their needs. We are currently seeking passionate and customer-focused individuals to join our Customer Advocacy Team. As a member of this team, you will play a crucial role in ensuring our customers receive outstanding support and assistance throughout their journey with us and you will support us in achieving our CAC 2025+ strategic target picture.
The function
As a Customer Advocacy Team Member, you will be the second level contact for our customers, working diligently to champion their interests within the organization. You will act as a liaison between our customers and Mercedes-Benz, advocating for their needs, and driving improvements in our products and services. Your goal will be to ensure customer satisfaction, build strong relationships, and contribute to our overall success.
Responsibilities:
- Act as the main point of contact for customer complaints, issues, and concerns, providing prompt and professional assistance via various channels.
- Handling of international Roadside Assistance escalations.
- Listen actively and empathetically to customer feedback, demonstrating a genuine desire to understand and address their needs.
- Effectively escalate complex issues to the appropriate parties when necessary.
- Keep accurate records of customer interactions, including complaints, resolutions, and feedback, using Sirius.
- Identify patterns and trends in customer inquiries, suggesting proactive measures to prevent recurring issues and enhance the customer experience.
- Actively assist in the development and implementation of customer-focused initiatives and programs.
Requirements
Who are you?
- Prior experience in a customer service, customer support, or similar role is required.
- Excellent interpersonal and communication skills, both written and verbal.
- Excellent Italian skills (both written and verbal).
- Solution oriented and proactive mindset.
- Experience in dealing with and resolving complaints.
- Ability to remain calm and composed while handling challenging customer situations.
- Empathy and a genuine passion for helping customers.
- Detail-oriented with excellent organizational and time management skills.
- Ability to work independently as well as collaboratively within a team.
- Proficiency in using customer support software and CRM systems.
- Flexibility to adapt to changing priorities and work in a fast-paced environment.
We offer
Learning
You aren’t expected to know everything when you get here. That’s why we start with three weeks of training for all employees for the relevant systems and processes. All we ask in return is that you take the time to learn and develop your skills as best you can. After this three weeks of training, you will have a buddy at the market who will train you on the markt specific procedures and the communication standards.
Extra Benefits (Employment Conditions)
- Don’t worry if the purse strings are a little tight! We offer an excellent relocation package which takes care of your initial travel and accommodation expenses for the first six weeks. Three weeks of training is, of course, paid for.
- It’s important to be somewhere you feel you can grow! We offer opportunities that enable you to get support and development.
- The initial salary for this Senior Customer Service Representative is € 2885 gross/month, 40 hours a week, Monday-Friday 08.30-17.00h.
- Collective health insurance at discounted rates, self-development opportunities, company bonus (variable payment) and a non contributory pension plan are just some of the secondary benefits of working with us.
Location
Maastricht is a charming city in the south of the Netherlands - the very heart of Europe. It embodies elegance, class and culture as well as boasting a perfect destination for travelling to other areas of the continent.
Due to its location, Maastricht is a melting-pot of different nationalities creating a vibrant, multi-lingual community in which it’s easy to feel at home.
The procedure
Does all of this sound appealing to you? If so, we want to hear from you. What are you waiting for? Please use the apply button to upload your CV and motivation letter in English. When applying, we will ask you to do an online test, a first opportunity to show us your skills.
For data privacy reasons we do not handle any applications sent by email.
