Spanish Technical Specialist wanted for Mercedes-Benz in Maastricht!

Beschrijving

The organisation

The Mercedes-Benz Customer Assistance Center Maastricht (CAC) is the central point of contact in Europe, caring for the needs of current and prospective Mercedes-Benz and smart customers. More than 25 different nationalities add diversity and enrich an organization dedicated to satisfied customers and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. Our Customer Service departments answer customer enquiries and complaints, while the Service24h department organizes roadside assistance for customers. Services related to customers mobility guarantee availability 24 hours a day, 365 days a year. The Retail Service department supports technical and product related competencies for CAC, Daimler and external parties.

The function

As an integral part of the MBC Sales & Marketing 2020 Program, Mercedes me connect aims at making new and existing internet based services and media available in passenger cars.

Further scope is optimizing and enhancing existing Mercedes-Benz services (Mercedes.me, Service S24h, MB Contact, MB ServiceApp, Mercedes-Benz on Facebook, etc).

With Mercedes me connect Mercedes-Benz focusses on connecting the vehicle with the customer’s personal network by:

• Integrating those services into an advanced vehicle telematics infrastructure.
• Interfacing those services and new services/features in the vehicle into the Service24h and Customer Service contact channels with availability of telematics data.

The role of Mercedes me connect Operations is to solve complex and technical issues as second level and to delegate to HQ where applicable.

Tasks and Responsibilities:

• Accept incoming support requests, incidents and problems
• Log all activities in the ticketing tool
• Participate in the setup and the further development of this new business
• Resolve minor training issues on the phone
• Resolve reported issues according to pre-defined use cases
• Report undefined issues to higher level
• Identify weaknesses in CAC processes or tools and create awareness
• Identify problems that can effect CAC processes and escalate accordingly
• Support users with process knowledge and case specific routing

Requirements:

• Advanced communication skills (B2C and B2B)
• Good knowledge of the English language
• Mother tongue Spanish
• Advanced skills in customer support and problem solving
• Affinity with IT - Computer literate (e.g. Internet & browser technology)
• Affinity with vehicle technology (e.g. telematics systems)
• Strong identification with the Daimler organization
• Proficient understanding of relationships between internal and external processes
• Advanced knowledge of interactions between tools and support systems Is capable of handling advanced tasks in combination with regular workload without detriment to own stress level
• Acts as a “brand ambassador”Acts as a “brand ambassador”
• Supports strategic direction even if in conflict with own view
• Advanced knowledge of Daimler system like VeDoc, WIS, etc. is beneficial

We offer:

Working hours: 40 hours a week, Monday - Friday, starting 01.06.2016.
Work in a growing international company in a young, ambitious, professional and dynamic environment.
The salary for this position is based on a 40-hour week and amounts to € 2236/month gross.

Good to know!

A comprehensive relocation package is applicable for candidates living further than 50km from the CAC and willing to relocate to within 20km of the CAC.
Collective health insurance at discounted rates, self-development opportunities, result-oriented bonus (variable payment) and pension plan are just some of the secondary benefits of working with us.

If you would like to apply for this job, click on the 'solliciteer direct' button at the top of the page. Please add your motivation letter in English and upload your resume also in English. You can also call us at 043 3507500 or send an e-mail to s.vankleef@youngcapital.nl.

Extra informatie

Status

Inactief

Opleidingsniveaus

MBO, HBO, Universiteit

Plaats

Maastricht

Dienstverbanden

Fulltime (startersfunctie), Fulltime (ervaren)