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
Join our team of dedicated customer advocates and contribute to creating a positive and memorable experience for our customers.Apply now to play a vital role in shaping our customer-centric culture and driving customer satisfaction to new heights. 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.
These will be your tasks and responsibilities:
Act as the main point of contact for customer complaints, issues, and concerns, providing prompt and professional assistance via various channels.
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.
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.
This is what we are looking for:
Prior experience in a customer service, customer support, or similar role (2+ years) is preferred.
Excellent interpersonal and communication skills, both written and verbal.
Excellent French skills (both written and verbal).
Good English language skills (both written and verbal).
Excellent Dutch (both written and verbal) would be a plus.
Solution oriented and proactive mindset.
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.
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: €2981 gross (approx. 2440 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
Becoming...One of UsIs this the right position for you? Simply upload your application documents including CV and letter of motivation in English via the Apply button.For data protection reasons, we cannot accept applications via other channels.