Jobid=634532509411574273 (0.0498)
About us
Make a difference for customers and partners worldwide in an international, diverse environment.
At the Mercedes-Benz Customer Assistance Center (CAC) in Maastricht, you play a key role in supporting customers and partners worldwide while representing one of the world’s most respected brands. 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 we work closely with other departments and divisions to deliver the best customer journey possible. With an international team of over 1,000 colleagues, our mission is to provide an exceptional experience for our customers, as well as supporting retail and logistics organizations.
About the team
As part of Retail Service, XENTRY is the first point of contact for delivering worldwide assistance to the retailer network and external entities (e.g. independent workshops) using applications, diagnostic equipment, and software supplied by the Mercedes-Benz aftersales division, Global Customer Service and Parts (GCSP/O).
These will be your tasks and responsibilities:
- Handle incoming work (email, tickets) from B2B customers and respond to the queries in a timely and professional manner
- Analyze and investigate issues making use of acquired knowledge and available tools
- Provide information and assistance with regards to XENTRY Hardware and Software, coordinate repair and exchange-service of the diagnostic equipment, investigate problems related to the installation of updates on components, provide support in case of issues with initial network configuration, etc.
- Accurately document work-related activities in the relevant ticketing system according to established policies and procedures
- If necessary, coordinate with internal stakeholders to resolve complex inquiries and complaints about supported products
- Ensure all areas of personal responsibility are handled promptly, accurately, and with outstanding customer service.
- Whether required, perform other duties and responsibilities as assigned.
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