Senior Customer Service Representative |Roadside Assistance workshop support| Deutsch

The organisation

About us:

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

About the team:

Beginning in May 2025 the Roadside Assistance Reshape Team began to help and assist customers who have active breakdowns.

Using your proactive nature and problem-solving mentality, you will oversee and manage Roadside Assistance situations for our passenger car customers. To reduce the amount of time vehicles are out of service, you'll be actively managing escalations and overseeing both Roadside Assistance and the related visits to the workshop.

These will be your tasks and responsibilities:

• Provide transparency and keep our customers up to date about their vehicle repair status
• Provide the customer with the best long-term satisfaction possible in a timely, effective and accurate manner along their Road Side Assistance experience
• Assist CAC Operations and workshops (e.g by involving a parts expert), to make sure that the parts delivery is coordinated as quickly as possible
• Responsible for engaging technical specialists from different departments within our Mercedes-Benz organization to offer diagnosis and repair guidance to relevant parties, such as workshops
• Organizing priority treatment for appropriate replacement vehicles
• Keeping up contacts with both customers and internal contact partners at Mercedes-Benz

Requirements

This is what we are looking for:

• Prior experience in a customer service or similar role (preferably in a contact center environment)
• Excellent German & English language skills (verbal/written)
• Proficiency in using customer support software and CRM systems
• 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

We offer

Become part of the Mercedes-Benz CAC and experience the following benefits:

• Multicultural, dynamic, and international work environment
• Attractive salary: €2.981 gross (approx. €2.583 net) for 40h/week
• Initial training followed by a buddying program for optimal preparation
• Individual development plan for personal & professional growth
• 200 holiday hours (full-time) and 8% holiday allowance
• Annual performance-based salary increases & company bonus system
• Relocation package: travel costs covered and providing 6 weeks of accommodation (if applicable)
• Flexible transport options: free bike, public transport, or allowance
• Discounted collective health insurance
• Non-contributory pension plan (fully paid by the employer)
• Flexible hybrid work model (after onboarding)
• 40 working hours, opening hours Monday to Friday, between 08.00-17.30h
• Discounts on gym, sports classes, restaurants & shops
• Events organized by the company where you can connect with colleagues from all departments