Customer Service Representative – Loyalty Department, German speaking

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

Department description:

The Customer Loyalty Team (CLT) focuses on retaining and renewing the loyalty of owners and/or drivers who have had a negative experience with the brand.

Tasks / Responsibilities:

  • Contacting customers, showing empathy in order to enhance customer satisfaction
  • Make balanced decisions concerning compensation given to customers
  • Work within guidelines and processes, but retain flexibility to deviate from these guidelines and processes when required.
  • Thorough investigation in customer background prior to making outbound call.
  • Share information in database and inform team members and other relevant parties
  • Signalize bottlenecks in processes and guidelines and suggest solutions
  • Provide customer feedback to OM for further distribution and handling
  • Manage own case load

Requirements

Requirements:

  • (Near-) native German
  • Fluent in English (corporate language)
  • Fluency in any other European language is a plus.
  • Strong focus on sustainable customer satisfaction
  • Excellent communication skills, in particular empathy and listening skills
  • Problem solving through customer focus
  • Able to identify and act to customer reaction in appropriate manner
  • Previous outbound calling experience is beneficial
  • Stress management – handling workload and demanding customers
  • Accuracy with data handling
  • Quick thinker
  • Team player
  • Good computer skills

We offer

Working hours 40 hours a week, Monday – Friday.
Work in a growing international company in a young, ambitious, professional and dynamic environment.
We offer a competitive salary.
A comprehensive relocation package is applicable for candidates living further than 50km from 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.

The procedure

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.

For more information about this vacancy please contact the Recruitment Office on +31 43 3562323