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. |
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| The function |
The Diagnostic Helpdesk (DHD) 1st level team is the first point of contact for delivering worldwide support in relation to tools, processes and licenses for onboard diagnosis software within the areas of the Mercedes-Benz Group.
Your role is to support developers with administrative tasks and requests. You will also create new processes when onboarding new tools and be responsible for stakeholder management.
Tasks & Responsibilities:
- Handle incoming work (email, tickets, possibly phone) from B2B customers and respond to the queries in a timely and professional manner.
- Analyze and investigate issues making use of acquired knowledge and available tools.
- Provide information and assistance regarding tools (web applications) and processes; investigate reported problem.
- Forward requests to 2nd level if needed and liaise with n-levels for resolution of complex topics.
- Coordinate with internal/external stakeholders on designing new processes and onboard new support topics.
- Create knowledge articles and train the team on topics within your responsibility.
- Accurately document work related activities in the relevant ticketing system according to established policies and procedures.
- Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
- When required, perform other duties and responsibilities as assigned.
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| Requirements |
- Excellent proficiency in German (fluent spoken and written) and in English (corporate language)
- Very strong analytical skills
- Strong skills and advanced experience with Microsoft tools.
- Knowledge with Diagnostic Topic will be a plus
- Strong ownership and understanding of the impact and consequences that own/team actions have on customer satisfaction
- Highly adaptable to changing business requirements
- Ability to anticipate on upcoming issues and in finding solutions
- ‘Can-do’ and proactive attitude
- Open communication style, including ability to give and receive feedback
- Strong communication skills (B2B & B2C), both written and verbal
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| We offer |
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We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:
- Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs.
- 200 vacation hours (based on full time employment)
- Holiday allowance: 8% of annual salary
- Competitive performance based salary growth
- Company result oriented bonuses
- Employee Car Program: discount on new or used Mercedes-Benz brand cars
- Health insurance at discounted rates
- Non-contributory pension plan
- Transportation plan: free bike every 3 years or; free public transport or; contribution to fuel costs
- A “tailor made” individual development plan
Opening hours Monday to Friday, between 06:00 - 20:00.
Full time job 40hrs/week.
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| The procedure |
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Please use the “apply” button to upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application.
Due to data privacy reasons we cannot accept any applications sent by email. Please be so kind to use the link provided.
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