Senior Customer Care Advisor TEV-plus (Top End Vehicles)

The TEV+ department at Mercedes supports customers from top end vehicles such as EQE, EQS, S-Class, SL, GLS and G-Class.

• Prior experience in a customer service or similar role (preferably in a contract center environment);
• Good technical understanding and affinity;
• Pro-active attitude and troubleshooting mindset;
• Empathic, maintaining relationships and seeking for customer satisfaction;
• Taking decisions and creating solutions when facing complex cases/situations;
• Ability to work independently as well as collaboratively within a team;
• Thinking ‘out of the box’ and an ‘always finding a solution’ attitude;
• Open to relocate to the area of Maastricht, The Netherlands (if needed).

You will steer, monitor, and escalate cases of a specific customer group. With your pro-active attitude, you handle roadside assistance and workshop visits and actively coordinate escalation in order to reduce the downtime of the vehicles in scope (while in the workshop or on roadside) to an absolute minimum.
You support or resolve customer inquiries, complaints or incidents, in accordance with the policies, procedures and targets. You provide the customer with the best long-term satisfaction possible in a timely, effective, and accurate manner. You will handle inbound calls, emails and case follow ups while managing your existing customer queries in accordance with The Mercedes-Benz Way.

• Steer, monitor, and escalate cases of a specific customer group;
• Support or resolve customer inquiries, complaints or incidents;
• Handle inbound calls, emails and case follow ups;
• Support operations and workshops to ensure that the parts delivery is organized by fastest means possible
• Communicate with various departments to guarantee that every procedure runs efficiently in order to maximize the quality of the customer experience

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Mercedes-Benz Cars Marketing & Sales. At the office in Maastricht, Mercedes thinks and acts globally and takes on a leading role for the Mercedes-Benz Customer Assistance Centers all over the world.
1200 employees from 42 different countries add diversity and enrich an organization dedicated to driving customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.

• Multicultural, dynamic and international working environment;
• Salary based on 40 hours/week: €2885 gross per month;
• An extensive initial training of up to 3 months;
• A tailor-made individual development plan;
• Competitive performance-based salary growth;
• Company result oriented bonuses;
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs;
• Relocation package.

Do you recognize yourself in this vacancy? Apply quickly by clicking the “Sollicitatie” button below! If you have any questions, please do not hesitate to contact us!

Emiel & Stephanie - Team inhouse MBCAC Maastricht

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