Customer service representative - customer advocacy team - german, Randstad

Randstad

Location:
Netherlands, Maastricht

Category:
Customer Service

Contract Type:
Employment contract

Salary:

2885.00 EUR / Month

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Job Description:

With an international team of more than 1,000 colleagues, Mercedes-Benz Customer Assistance Center works to create the ultimate customer experience. Not only for motorists, but also to support retail and logistics companies. The Mercedes-Benz Customer Assistance Center head office is located in Maastricht.

Job Responsibility:

In the BeNeLux Customer Advocacy Team you provide second-line support for customers and represent customer interests within the company
You provide excellent quality service and therefore ensure that the passion for the Mercedes-Benz brand is maintained
You will act as a link between customers and authorized dealers, both within and outside Europe, and Mercedes-Benz, advocating for their needs and driving improvements in products and services
Your goal is to ensure customer satisfaction and build strong customer relationships while contributing to our overall success
Handling emails with incoming complaints or questions from customers
Conduct telephone work (outbound) with both customers and Mercedes-Benz authorized dealers
Listening to the customer's wishes and needs so that they feel heard
Assessing the seriousness of the complaint and collecting 'evidence' to ensure that you have all relevant facts clear
Escalating complex problems to the right people quickly, effectively and efficiently
Keeping accurate notes and updates of customer interactions, solutions (provided) and feedback provided
Be proactive in recognizing patterns and trends
you also work well with colleagues and managers to come up with ways to prevent recurring problems
Supporting the development and implementation of customer-oriented initiatives and programs

Requirements:

Experience in customer service in a similar position is an advantage
A healthy dose of human knowledge and excellent communication skills, both spoken and written
Excellent knowledge of German, both written and oral, at native level
Good knowledge of English, both written and oral
The ability to remain calm and collected in difficult customer situations
Empathy and a genuine passion to help the customer as best as possible
Attention to detail based on organizational and time management skills
Living in the area of Maastricht, the Netherlands, or willing to move (relocation package is a possibility)

What we offer:

Mercedes-Benz contract
Personal development
Multicultural and dynamic work environment
Comprehensive training
Work at the CAC head office in Maastricht (NL)
Individual development plan
200 holiday hours (based on full-time employment)
Performance-related annual salary increase
Bonus system based on business results
Relocation package possible

Additional Information:

Job Posted:
May 10, 2025

Expiration:
December 30, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Customer service representative - customer advocacy team - german

Randstad

Location:Netherlands, Maastricht

Category:Customer Service

Contract Type:Employment contract