Customer Service Representative - Customer Advocacy Team - German Maastricht • Randstad

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With an international team of more than 1,000 colleagues, Mercedes-Benz Customer Assistance Center works to create the ultimate customer experience. Not only for motorists, but also to support retail and logistics companies. The Mercedes-Benz Customer Assistance Center head office is located in Maastricht.

• Mercedes-Benz contract
• Personal development
• Multicultural and dynamic work environment
• €2885 gross per month (based on 40 hours per week)
• Comprehensive training
• Work at the CAC head office in Maastricht (NL)

• Experience in customer service in a similar position is an advantage;
• A healthy dose of human knowledge and excellent communication skills, both spoken and written;
• Excellent knowledge of German, both written and oral, at native level;
• Good knowledge of English, both written and oral;
• The ability to remain calm and collected in difficult customer situations;
• Empathy and a genuine passion to help the customer as best as possible;
• Attention to detail based on organizational and time management skills;
• Living in the area of Maastricht, the Netherlands, or willing to move (relocation package is a possibility)

In the BeNeLux Customer Advocacy Team you provide second-line support for customers and represent customer interests within the company. You provide excellent quality service and therefore ensure that the passion for the Mercedes-Benz brand is maintained! You will act as a link between customers and authorized dealers, both within and outside Europe, and Mercedes-Benz, advocating for their needs and driving improvements in products and services. Your goal is to ensure customer satisfaction and build strong customer relationships while contributing to our overall success.

• Handling emails with incoming complaints or questions from customers;
• Conduct telephone work (outbound) with both customers and Mercedes-Benz authorized dealers;
• Listening to the customer's wishes and needs so that they feel heard;
• Assessing the seriousness of the complaint and collecting 'evidence' to ensure that you have all relevant facts clear;
• Escalating complex problems to the right people quickly, effectively and efficiently;
• Keeping accurate notes and updates of customer interactions, solutions (provided) and feedback provided;
• Be proactive in recognizing patterns and trends; you also work well with colleagues and managers to come up with ways to prevent recurring problems;
• Supporting the development and implementation of customer-oriented initiatives and programs.

The Mercedes-Benz Customer Assistance Center has years of experience and a strong focus on customer focus. This gives Mercedes-Benz the know-how to manage and develop global customer contact centers worldwide. The Mercedes-Benz Customer Assistance Center is part of the Mercedes-Benz Global Customer Service & Parts Division and works closely with other departments and divisions to create the best customer experience. You will work at the Customer Assistance Center in Maastricht, close to the Maas and the center of Maastricht. From the train station it is less than a 1.5 km walk and also very easily accessible by public transport or bike. There is also free parking on site. And don't forget a cozy company canteen and an on-site barista!

• Multicultural, dynamic and international working environment;
• Salary based on 40 hours/week: €2885 gross;
• Extensive training of max. 3 months;
• Individual development plan;
• 200 holiday hours (based on full-time employment);
• Performance-related annual salary increase;
• Bonus system based on business results;
• Relocation package possible

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