We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us 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 in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

• Receiving and resolving email complaints or enquiries from customers.
• Making outbound calls to both customers and Mercedes-Benz authorized dealerships.
• Listening to customers and getting to the bottom of their needs & wants and making them feel heard.
• Assessing the gravity of complaints and gathering evidence to ensure that you understand all relevant facts.
• Quickly and effectively escalating any complex issues to the right people.
• Keeping meticulous notes and updates of customer interactions, resolutions and feedback provided.
• Proactively looking out for patterns and trends and collaborating with your colleagues and line managers to come up with smart ways to prevent recurring issues.
• Assisting with the development and implementation of customer-focused initiatives and programmes.

• A minimum of two years of customer service experience.
• Bilingual fluency (written and spoken) in both Dutch & French.
• You will also be able to communicate to a professional level in English. All CAC training and business communication is carried out in English.
• A love of problem-solving coupled with a curiosity to thoroughly investigate the facts of each case.
• An empathetic and friendly telephone manner combined with good active listening skills.
• IT literacy with experience using customer support software and CRM systems.
• Willing to relocate to within 40km of our office (brief details of the relocation package can be found in the ‘compensation’ section).

• A gross monthly starting salary of €3200 for 40 hours of work per week. Actual salary offered will depend on relevant experience and language skills.
• An annual holiday allowance of 200 hours (based on full-time employment
• An 8% holiday allowance (paid out annually each summer)
• Personal performance-based incentives and an annual company performance-based bonus.
• Free, on-site parking.
• A flexible hybrid working model (once you are fully trained up and competent)
• An attractive relocation package which covers your travel and living expenses for your first six weeks (in accordance with Mercedes-Benz CAC relocation package regulations).
• An extensive training programme and a tailor-made professional development plan.
• Travel to work expenses based on your personal situation and distance from the office (bike purchase/lease, public transport or mileage).
• A thriving social club and free on-site fitness classes.
• A discounted collective health insurance policy.
• A non-contributory pension plan.