Senior Customer Service Representative | Customer Advocacy Benelux

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

Join our team of dedicated customer advocates and contribute to creating a positive and memorable experience for our customers. Apply now to play a vital role in shaping our customer-centric culture and driving customer satisfaction to new heights.

As a Customer Advocacy Team Member, you will be the second-level contact for our customers, working diligently to champion their interests within the organization.

You will act as a liaison between our customers and Mercedes-Benz, advocating for their needs and driving improvements in our products and services.

Your goal will be to ensure customer satisfaction, build strong relationships, and contribute to our overall success.

These will be your tasks and responsibilities:

• Act as the main point of contact for customer complaints, issues, and concerns, providing prompt and professional assistance via various channels.
• Listen actively and empathetically to customer feedback, demonstrating a genuine desire to understand and address their needs.
• Effectively escalate complex issues to the appropriate parties when necessary.
• Keep accurate records of customer interactions, including complaints, resolutions, and feedback.
• Identify patterns and trends in customer inquiries, suggesting proactive measures to prevent recurring issues and enhance the customer experience.
• Actively assist in the development and implementation of customer-focused initiatives and programs.

This is what we are looking for:

• Prior experience in a customer service, customer support, or similar role (2+ years) is preferred.
• Excellent interpersonal and communication skills, both written and verbal.
• Excellent Dutch skills (both written and verbal).
• Good English language skills (both written and verbal).
• Flexibility to adapt to changing priorities and work in a fast-paced environment.
• Empathy and a genuine passion for helping customers.
• Detail-oriented with excellent organizational and time management skills.
• Ability to work independently as well as collaboratively within a team.
• Proficiency in using customer support software and CRM systems.
• Ability to remain calm and composed while handling challenging customer situations.
• Solution-oriented and proactive mindset.
• French language skills are a plus.

Become part of the Mercedes-Benz CAC and experience the following benefits:

• Multicultural, dynamic, and international work environment
• Attractive salary: €3080 gross (approx. €2469 net) for 40h/week
• Initial training followed by a buddy program for optimal preparation
• Individual development plan for personal & professional growth
• 200 holiday hours (full-time) and 8% holiday allowance
• Annual performance-based salary increases & company bonus system
• Relocation package: travel costs covered and providing 6 weeks of accommodation (if applicable)
• Flexible transport options: free bike, public transport, or allowance
• Discounted collective health insurance
• Non-contributory pension plan (fully paid by the employer)
• Flexible hybrid work model (after onboarding)
  

  40 working hours

• Discounts on gym, sports classes, restaurants & shops
• Events organized by the company where you can connect with colleagues from all departments
  

  Becoming... One of Us

  Is this the right position for you? Simply upload your application documents including CV and letter of motivation in English via the Apply button.

  For data protection reasons, we cannot accept applications via other channels.