Jobid=3a9fc54fde56 (0.099)
About us
We are the Mercedes-Benz Customer Assistance Centre Maastricht. Years of experience and our strong focus on customer centricity have given us the 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
We support electric vehicle and top-end vehicle customers across six languages, focusing on customer service, connected mobility, and roadside assistance. Building on the commitment to innovation, the Reshape program redefined the Roadside Assistance operating model. Our team successfully piloted the new approach in two markets, laying the foundation for broader rollouts across additional markets. Together, these initiatives reflect our ongoing drive to deliver exceptional experiences for customers with electric and top-end vehicles.
These will be your tasks and responsibilities:
- Steer, monitor, and escalate cases for a specific customer group.
- Proactively handle roadside assistance and workshop visits.
- Actively coordinate escalations to minimize vehicle downtime (both in workshop and on roadside).
- Support or resolve customer inquiries, complaints, or incidents according to policies, procedures, and targets.
- Provide timely, effective, and accurate customer satisfaction.
- Handle inbound calls, emails, and case follow-ups, managing existing customer queries in accordance with The MB Way.
- Support operations and workshops to ensure parts delivery by the fastest means possible.
- Communicate with various departments to ensure efficient procedures and maximize customer experience quality.
- Lead the arrangement of priority treatment for replacement vehicles.
- Maintain relationships with internal and external contact partners within the Mercedes-Benz Group organization.
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