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Start Technical Service Representative - XENTRY B2B Connect Support (German-English)

    Technical Service Representative – XENTRY B2B Connect Support (German-English)

    The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Daimler’s Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht we think and act globally and assume a leading role for the Mercedes-Benz Customer Assistance Centers all over the world. Our goal is to provide excellent assistance to our customers and dealers of well-known Daimler brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me. 24 hours a day, 7 days a week, 365 days a year, we ensure our customers’ mobility with our roadside assistance. Additionally, we take care of all kinds of enquiries about passenger cars, trucks and vans during our opening hours. For our customers we are maybe the most important connection to the Mercedes-Benz brand. That’s why we live the brand’s most important promise: “The best or nothing”.

    The function

    As part of Retail Service, B2B Connect is the first point of contact for delivering worldwide assistance to ISPs (independent workshops)  and other external entities using  applications, diagnostic equipment and software supplied by Daimler’s aftersales division, Global Service and Parts (GSP/O).

    Tasks and responsibilities of the B2B connect team are:

    • Handle incoming work (email, tickets) 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 with regards to B2B Connect Portal Functions (Web applications), investigate problems related to the dispatch of cases and system errors, etc.
      Accurately document work related activities in the relevant ticketing system according to established policies and procedures.
    • If necessary, coordinate with internal stakeholders to resolve complex enquiries and complaints about supported products.
    • Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service

    Requirements

    • Excellent level of German and very fluent in English (both written and spoken).
    • Fluency in another supported language will be an added value.
    • Our ideal candidate is willing to be our Brand Ambassador. He/she is highly perceptive, customer focused and is able to understand and manage expectations.
    • Good communication (B2B) skills are essential, both written and verbal.
    • Due to the nature of our business the candidate needs to have good understanding of and strong affinity with Computers (Windows ®), including installation of software and configurations of networks.
    • Some interest for and basic knowledge of automotive technology and Daimler Aftersales Applications is an advantage.
    • Superior analytical skills, ability to anticipate on upcoming issues and find solutions, pro-activeness and ability to work independently are key requirements.
    • Our fast moving and dynamic environment requires flexibility and ability to work according to established processes, guidelines and policies without detriment for own stress.
    • As we believe in the strength of doing things together, team work is an essential part of our daily business. Therefore, we aim for candidates with an enthusiastic and inspiring personality.

    We offer

    • 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
    • Result oriented bonuses
    • Employee Car Program: discount on new or used Daimler brand cars
    • Collective health insurance at discounted rates
    • Pension plan
    • Transportation plan: free bike every 3 years or; free public transport or or; contribution to fuel costs
    • A “tailor made” individual development plan

    The procedure

    Please upload your CV and Letter of Motivation (English only) and any other documentation that adds value to your application via the following link: https://bit.ly/2Ae7Qli

     

    Tagged as: Customer Service, IT & Digital

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