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 handle highly complex services, ensuring that excellence in every interaction is marked by empathy, expertise, and proactive care. Our mission is to prevent, fix & care for customers & partners in Mercedes-Benz (MB), with a service portfolio structured in 3 domains: Customer Advocacy, Technical Support & Customer Success.Our Technical Support organization offers a dynamic, fast-paced, and complex environment where every day brings new and exciting challenges. Working together, learning and laughing together, and challenging each other form the foundation of our work culture. Our teams deliver technical support within the global Customer Care Center (CCC) framework for MB with a mission to ‘fix’. Guided by a strong problem-solving mindset, we bring deep expertise, maintain close connections across the MB organization, and provide meaningful support and insights to all relevant partners.We manage technical cases that CCC Front Desks worldwide cannot resolve independently and serve as the backbone of the global support model – anticipating issues early and engaging the right key players at the right time. Our aim is to bring solutions closer to the customer - by actively assisting Front Desks at OSPs worldwide in increasing their first-contact resolution rates, and by progressively taking over selected support activities from n-level teams in RD, MX/D, etc.
These will be your tasks and responsibilities:
Delivering second-level technical support and resolving complex cases
Providing specialist support for retail, TEV+, and B2B customers in relation to MB Digital Extras
Performing advanced troubleshooting
Coordinating with MB counterparts, including n-levels, to accelerate case resolution
Conducting qualified trend analyses and managing problem tickets
Maintaining and overseeing the knowledge base, particularly with respect to Digital Extras
Supporting new product launches through expert insights and analysis
This is what we are looking for:
We are seeking an enthusiastic, technically oriented and experienced specialist to join and strengthen our team within its Technical Support domain.
Excellent communication skills (B2C and B2B)
Fluent French, both written and spoken
Fluent English, both written and spoken
Advanced troubleshooting skills
Experience in providing technical support
Affinity with vehicle technology (e.g. telematics systems) will be an asset
Ability to identify, analyse and resolve problems over the phone with involved partners
Proficient understanding of relationships between internal and external processes
Advanced knowledge of interactions between tools and support systems
Act as a “brand ambassador”
Nice to have: advanced MS Office and coding skills
Become part of the Mercedes-Benz CAC and experience the following benefits:
Multicultural, dynamic, and international work environment
Attractive salary: €2.981 ross 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.For data protection reasons, we cannot accept applications via other channels.