Customer Service Specialist | Roadside Assistance & Workshop Coordination | French

About us

We are the Mercedes-Benz Customer Assistance Centre Maastricht. Years of experience and our strong focus on customer centricity have given us the 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 also in support of the retail and logistics organizations.WE CARE for customers, they are part of our DNA.

About the team

We support electric vehicle and top-end vehicle customers across six languages, focusing on customer service, connected mobility, and roadside assistance. Building on the commitment to innovation, the Reshape program redefined the Roadside Assistance operating model. Our team successfully piloted the new approach in two markets, laying the foundation for broader rollouts across additional markets. Together, these initiatives reflect our ongoing drive to deliver exceptional experiences for customers with electric and top-end vehicles. 

These will be your tasks and responsibilities:

• Steer, monitor, and escalate cases for a specific customer group.
• Proactively handle roadside assistance and workshop visits.
• Actively coordinate escalations to minimize vehicle downtime (both in workshop and on roadside).
• Support or resolve customer inquiries, complaints, or incidents according to policies, procedures, and targets.
• Provide timely, effective, and accurate customer satisfaction.
• Handle inbound calls, emails, and case follow-ups, managing existing customer queries in accordance with The MB Way.
• Support operations and workshops to ensure parts delivery by the fastest means possible.
• Communicate with various departments to ensure efficient procedures and maximize customer experience quality.
• Lead the arrangement of priority treatment for replacement vehicles.
• Maintain relationships with internal and external contact partners within the Mercedes-Benz Group organization.

This is what we are looking for:

• Prior experience in a customer service or similar role (preferably in a contact center environment)
• Excellent French & English language skills (verbal/written)
• Proficiency in using customer support software and CRM systems
• 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

Become part of the Mercedes-Benz CAC and experience the following benefits:

• Multicultural, dynamic, and international work environment
• Attractive salary: €3.080 gross (approx. 2.470 net) for 40h/week
• Initial training followed by a buddying program for optimal preparation
• Individual development plan for personal & professional growth
• 200 holiday hours (full-time) and 8% holiday allowance
• Annual performance-based salary increases & company bonus system
• Relocation package: travel costs covered and providing 6 weeks of accommodation (if applicable)
• Flexible transport options: free bike, public transport, or allowance
• Discounted collective health insurance
• Non-contributory pension plan (fully paid by the employer) 
• Flexible hybrid work model (after onboarding)
• 40 working hours
• Discounts on gym, sports classes, restaurants & shops
• Events organized by the company where you can connect with colleagues from all departments

Becoming ... One of Us

 Is this the right position for you? Simply upload your application documents including CV and letter of motivation in English via the Apply button.