jobid=A.0.0613
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.
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
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