Netherlands Job Openings
Mercedes-Benz Customer Assistance Center Maastricht
Senior Customer Service Representative (English-Speaking)
Maastricht
August 14, 2024
joep.smeets@mercedes-benz.com
Our office is located close to the beautiful Maas River and it is less than less than a 1.5km walk from Maastricht Train Station. The route is also well served by buses and cycle paths. There is free on-site parking. We have an on-site Barista and a lovely canteen which serves delicious breakfast and lunch options.
What does a typical week look like?
- 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 complaints handing/complaints investigation experience.
- Fluent (C1+) written and spoken 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 salary of €2885 for 40 hours of work per week
- 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.
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