Senior Customer Care Advisor (TEV+) Top End Vehicle ...
Location
LimerickUnited Kingdom
United Kingdom
Date Published:
2024-05-12Online to:
2024-07-11Pound 20.00 HOUR
Senior Customer Care Advisor (TEV+) Top End Vehicle Dedication Team
The Mercedes-Benz Customer Assistance Center is an international multicultural organization and an integrated part of Mercedes-Benz Cars Marketing & Sales. In our offices in Maastricht , we think and act globally and take on a leading role for the Mercedes-Benz Customer Assistance Centers all over the world.
1200 employees from 42 different countries add diversity and enrich an organization dedicated to driving customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.
Job description
The EQ Team was established in April 2023 and grew successfully in October 2023, supporting customers with electric vehicles in 6 different languages within the area of customer service, connected mobility services & roadside assistance. The goal of the EQ Team is to continue with the luxury strategy supporting customers with electric and other top end vehicles. In April 2024 the EQ team expanded their vehicle portfolio and changed their name to the TEV (Top End Vehicle) team, continuing to support top end vehicles such as EQE, EQS, S-Class, SL, GLS and G-Class.
What is your role?
You will steer, monitor, and escalate cases of a specific customer group. With your pro-active attitude, you handle roadside assistance and workshop visits and actively coordinate escalation in order to reduce the downtime of the vehicles in scope (while in the workshop or on roadside) to an absolute minimum.
You support or resolve customer inquiries, complaints or incidents, in accordance with our policies, procedures and targets. You provide the customer with the best long-term satisfaction possible in a timely, effective, and accurate manner. You will handle inbound calls, emails and case follow ups while managing your existing customer queries in accordance with The MB Way.
Next to these tasks, you support operations and workshops to ensure that the parts delivery is organized by fastest means possible. You will communicate with various departments to guarantee that every procedure runs efficiently in order to maximize the quality of the customer experience.
You are in the lead to arrange priority treatment for replacement vehicles and you maintain relationships with the contact partners within the Mercedes-Benz Group AG organization internal and externally.
Who are you?
Prior experience in a customer service or similar role (preferably in a contact center environment)
Proficiency in using customer support software and CRM systems
Excellent English skills (both written and verbal)
Good technical understanding and affinity
Pro-active attitude and troubleshooting mindset
Empathic, maintaining relationships and seeking for customer satisfaction
Taking decisions and creating solutions when facing complex cases/situations
Ability to work independently as well as collaboratively within a team
Thinking 'out of the box' and an 'always finding a solution' attitude
Open to relocate to the area of Maastricht, The Netherlands
What do we offer?
Multicultural, dynamic and international working environment
Salary based on 40 hours/week: 2885 gross (net: approx. 2370)
An extensive initial training of up to 3 months
A tailor-made individual development plan
200 vacation hours (based on full time employment)
Holiday allowance: 8% of annual salary
Competitive performance-based salary growth
Company result oriented bonuses
Lucrative relocation package that covers your travel and living expenses for the first six weeks
Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
Collective health insurance at discounted rates
Non-contributory Pension plan
Working hours: Monday - Friday 08:00 - 19:00
Contact info
# BePartOfUs
Is this the right job for you? Then upload your application documents including CV and letter of motivation in English via the link.
For data protection reasons, we do not accept applications by e-mail. Please use the link provided for your application.
Job Type: Full-time
Pay: €2,885.00 per month
Work Location: In person
1200 employees from 42 different countries add diversity and enrich an organization dedicated to driving customer satisfaction and high performance. Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level.
Job description
The EQ Team was established in April 2023 and grew successfully in October 2023, supporting customers with electric vehicles in 6 different languages within the area of customer service, connected mobility services & roadside assistance. The goal of the EQ Team is to continue with the luxury strategy supporting customers with electric and other top end vehicles. In April 2024 the EQ team expanded their vehicle portfolio and changed their name to the TEV (Top End Vehicle) team, continuing to support top end vehicles such as EQE, EQS, S-Class, SL, GLS and G-Class.
What is your role?
You will steer, monitor, and escalate cases of a specific customer group. With your pro-active attitude, you handle roadside assistance and workshop visits and actively coordinate escalation in order to reduce the downtime of the vehicles in scope (while in the workshop or on roadside) to an absolute minimum.
You support or resolve customer inquiries, complaints or incidents, in accordance with our policies, procedures and targets. You provide the customer with the best long-term satisfaction possible in a timely, effective, and accurate manner. You will handle inbound calls, emails and case follow ups while managing your existing customer queries in accordance with The MB Way.
Next to these tasks, you support operations and workshops to ensure that the parts delivery is organized by fastest means possible. You will communicate with various departments to guarantee that every procedure runs efficiently in order to maximize the quality of the customer experience.
You are in the lead to arrange priority treatment for replacement vehicles and you maintain relationships with the contact partners within the Mercedes-Benz Group AG organization internal and externally.
Who are you?
Prior experience in a customer service or similar role (preferably in a contact center environment)
Proficiency in using customer support software and CRM systems
Excellent English skills (both written and verbal)
Good technical understanding and affinity
Pro-active attitude and troubleshooting mindset
Empathic, maintaining relationships and seeking for customer satisfaction
Taking decisions and creating solutions when facing complex cases/situations
Ability to work independently as well as collaboratively within a team
Thinking 'out of the box' and an 'always finding a solution' attitude
Open to relocate to the area of Maastricht, The Netherlands
What do we offer?
Multicultural, dynamic and international working environment
Salary based on 40 hours/week: 2885 gross (net: approx. 2370)
An extensive initial training of up to 3 months
A tailor-made individual development plan
200 vacation hours (based on full time employment)
Holiday allowance: 8% of annual salary
Competitive performance-based salary growth
Company result oriented bonuses
Lucrative relocation package that covers your travel and living expenses for the first six weeks
Transportation plan: free bike every 3 years, free public transport or contribution to fuel costs
Collective health insurance at discounted rates
Non-contributory Pension plan
Working hours: Monday - Friday 08:00 - 19:00
Contact info
# BePartOfUs
Is this the right job for you? Then upload your application documents including CV and letter of motivation in English via the link.
For data protection reasons, we do not accept applications by e-mail. Please use the link provided for your application.
Job Type: Full-time
Pay: €2,885.00 per month
Work Location: In person