Senior Customer Service Representative - Van Commercial Dedication (French)

The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht, we think and act globally and take 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.

At the Mercedes-Benz Customer Assistance Center (CAC), we provide 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 this dedicated team.

What is your role?

Beginning on September 1st, 2024, the Van dedicated Team will be a newly formed team providing B2B second-line support for customers with Vans in six different languages (Dutch, French, Italian, Spanish, English and German).

Using your proactive nature and problem-solver mentality, you will oversee and manage Road Side Assistance situations for our commercial Van customers. To reduce the amount of time vehicles are out of service, you'll be actively managing escalations and overseeing both Roadside Assistance and the related visits to the workshop.

During this process you are always providing transparency and keeping our commercial Van customers up to date about their vehicle repair status. You provide the customer with the best long-term satisfaction possible in a timely, effective and accurate manner along their Road Side Assistance experience.

To make sure that the parts delivery is coordinated as quickly as possible, you assist CAC Operations and workshops (e.g by involving a parts expert). You are responsible for engaging technical specialists from different departments within our Mercedes-Benz organization to offer diagnosis and repair guidance to relevant parties, such as workshops.

Your responsibility also includes organizing priority treatment for appropriate replacement vehicles. You're keeping up contacts with both customers and internal contact partners at Mercedes-Benz.

Who are you?

• Prior experience in a customer service or similar role (preferably in a contact center environment)
• Excellent French & English language skills (verbal/written)
• Knowledge of 1 of the other supported languages is beneficial
• 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
• Availability to start as of the 1st of September    

What do we offer?

• Multicultural, dynamic and international working environment
• Working hours: Monday – Friday 08:30 – 17:00
• Salary based on 40 hours/week: 2885 gross (net: approx. 2370)
• An extensive initial training of up to 3 months
• A tailor-made individual development plan
• 200 vacation hours (based on full-time employment)
• Holiday allowance: 8% of annual salary
• Competitive performance-based salary growth
• Company result oriented bonuses
• Lucrative relocation package that covers your travel and living expenses for the first six weeks
• Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
• Collective health insurance at discounted rates
• Non-contributory Pension plan

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Is this the right job for you? Then upload your application documents including CV and letter of motivation in English via the link. 

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