Senior Customer Service Representative - German

At Mercedes-Benz, we strive to provide our customers with an exceptional experience. We believe that the
satisfaction of our customers is the cornerstone of our success, and we strive to do more than just meet the needs of our customers. We are currently seeking passionate and customer-focused individuals to join our Customer Advocacy Team. As a member of this team, you will play a critical role in providing our customers with excellent support throughout their contact with us and achieving our strategic target.

• Previous experience in customer service or similar role is a plus;
• Excellent interpersonal and communication skills (written and verbal);
• Excellent German language skills (written and verbal);
• Good command of English (written and verbal);
• Solution-oriented and proactive mindset;
• Ability to remain calm and composed in difficult customer situations;
• Empathy and a genuine passion to help customers;
• Detail oriented with excellent organizational and time management skills.

In the Customer Advocacy Team, you act as second level support for our customers and advocate for the customer's interests within our company. You act as a link between our customers and Mercedes-
Benz, advocating for their needs and driving improvements in our products and services. Your goal is to ensure customer satisfaction, build strong relationships and contribute to our overall success.

• Main point of contact for customer complaints, issues and concerns, providing fast and professional support through various channels;
• Handle international roadside assistance escalations;
• Actively and empathetically listen to customer feedback, understand and address customer needs;
• Effectively escalate complex issues to the appropriate parties when necessary;
• Maintain accurate records of customer interactions, including complaints, resolutions and feedback;
• Identify patterns and trends in customer inquiries and suggest proactive measures to avoid recurring issues and improve customer satisfaction;
• Actively assist in the development and implementation of customer-focused initiatives and programs;

The Mercedes-Benz Customer Assistance Center in Maastricht is the central point of contact in Europe for After-Sales, caring for the needs of current and prospective Mercedes-Benz customers. Beyond this responsibility, we also steer and further develop the global Customer Contact Centers (CCC) of Mercedes-Benz for After-Sales and Sales. 1100 employees from 42 different countries add diversity and enrich an organization dedicated to driving customer satisfaction and high performance.

Employees act as brand representatives ensuring that customers receive personal assistance in their own language at a consistently high level. For over 25 years Mercedes-Benz CAC has aimed to provide the best quality customer service in Europe. Maintaining these standards would not be possible without all of the talented and motivated colleagues who contribute to the success of our company.

Do you recognize yourself in this profile? Apply quickly by clicking on the "Apply" button below! If you have any questions, feel free to contact us!

Emiel & Dwayne

Intercedent

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