Business Support | Dealer network data | English & German

The organisation
We are the Mercedes-Benz Customer Assistance Center Maastricht. Years of experience and our strong focus on customer centricity has given us expertise to steer and develop global Customer Contact Centers (CCC) around the world. We belong to the Mercedes-Benz Global Customer Service & Parts division and collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues, we work to create the ultimate customer experience not only for the drivers of our vehicles but also in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

The function
GSSN+ (Global Standard Source for Network Data) is the central source of dealer master data for Mercedes-Benz AG retailers world-wide. As part of the Retail Service portfolio in the Mercedes Benz Customer Assistance Center (MBCAC), the GSSN+ Service Center constitutes the central governance entity for all GSSN+ related issues and inquiries and ensures optimal data quality, provides market consultation and qualification, and serves a first point of contact for all GSSN+ relevant questions and concerns.
The GSSN+ Support Specialist provides a first point of contact for users and market administrators, assisting them with all GSSN+ related questions and concerns.

Tasks & Responsibilities

• Provide timely and high-quality support for inquiries and issues relating to GSSN+ application features and usability
• Create new GSSN+ users according to user request forms and in line with internal processes
• Provide accurate and concise documentation of own work in a ticket based CRM system
• Identify when issues require involvement of 2nd and 3rd level support and escalate relevant cases correctly and independently
• Participate in GSSN+ release update testing, feeding back findings to stakeholders
• Assist with GSSN+ data quality checks and continuous improvement measures of product documentation and processes
• Maintain and develop continuous knowledge exchange through network of contacts

Requirements

• Experience in comparable position of employment and seniority

Knowledge, Skills & Abilities

• Advanced communication skills (B2B)
• Advanced information gathering and analytical skills
• Advanced understanding of contact center processes, main KPIs and workflows
• Fluent in English, both spoken and written, professional proficiency 
• Good level of German, both spoken and written
• Experience with CRM based ticket documentation and MS Office Suite
• Ability to recognize priorities and adapt own activities independently according to business needs
• Ability to maintain a positive, customer-centric mindset and professional attitude in time-sensitive, high impact business scenarios
• Innovative, team-focused problem-solving approach and ability to recognize need to involve third parties and escalation levels where required
• IT affinity and understanding of concepts relating to database, API, software testing, user management and data security
• Open mindset and ability to think out of the box
• Willingness to travel for work when required

We offer
We offer you a job in a multicultural, young and informal international working environment with interesting conditions, both primary and secondary:                            

• Salary starting at €2.981,- gross based on 40 hours
• 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
• Company result oriented bonuses 
• Employee Car Program: discount on new or used Mercedes-Benz brand cars 
• Health insurance at discounted rates 
• Non-contributory pension plan 
• Transportation plan: free bike every 3 years or; free public transport or; contribution to fuel costs
• A “tailor made” individual development plan

Is this the right job for you? Then upload your application documents including CV and letter of motivation, detailing your relevant experience and why you are passionate about this position, in English via the link.