Call Center Agent - Customer Satisfaction - [SI460]

Mercedes-Benz Mobility; Madrid; Presencial; EUR 25.000 - 45.000; Jornada completa

Descripción de la vacante

Una empresa líder en la industria automotriz busca un profesional apasionado por el servicio al cliente para unirse a su equipo. En esta posición, serás responsable de brindar soporte telefónico a clientes y concesionarios, resolviendo consultas y gestionando solicitudes relacionadas con contratos y facturas. Con un entorno de trabajo flexible y un enfoque en la comunicación abierta, tendrás la oportunidad de crecer en un ambiente colaborativo. Esta es una excelente oportunidad para aquellos que buscan un equilibrio entre trabajo y vida personal, mientras contribuyen a una experiencia de lujo para los clientes.

Servicios

Salario fijo

Horas de trabajo flexibles

30 días laborables de vacaciones

Modelo de trabajo híbrido

Ambiente de trabajo agradable

Café Nespresso gratuito

Actividades de Team Building

Comunicación abierta

Formación

• 2 años de experiencia previa en atención al cliente o roles similares.
• Conocimiento de productos y habilidades de gestión de conflictos.

Responsabilidades

• Proporcionar soporte telefónico a clientes y red de concesionarios.
• Gestionar solicitudes de cancelación anticipada y duplicados de facturas.

Conocimientos

Escucha activa

Habilidades de negociación

Gestión efectiva de llamadas

Redacción de documentos y correos

Resolución de conflictos

Conocimiento de productos

Educación

Estudios en Administración de Empresas

Economía

Finanzas

Herramientas

PHOENIX

KARVE

Descripción del empleo

About the Company - The Mercedes-Benz Group AG is one of the most successful automotive companies in the world. With Mercedes-Benz AG and the divisions Mercedes-Benz Cars, Mercedes-Benz Vans and Mercedes-Benz Mobility AG, the vehicle manufacturer is one of the largest and most successful suppliers of premium passenger cars. The Operations & Credit Operations OneHUB is responsible for creation of a framework to implement centralized and integrated business operations centers on three continents, delivering the most efficient processes to our customers. With the Hub, we will reduce operational costs while ensuring a standardized luxury customer experience.

It will also help us to be one-step ahead of our competitors and to balance phases of high and low demand, and therefore improving overall competitiveness and efficiency. Additionally, our operating model will be enhanced with the best of industry and global MBM best practices.

About the role: The mission of this position is to provide telephone support to company customers and the dealership network via the hotline (9:00-14:00, 16:00-18:00), addressing their inquiries, questions, claims, or complaints.

Duties And Responsibilities

1. Phone Support, answer and provide solutions to queries concerning:
2. Early Termination Simulation: Handling requests for early contract cancellation quotes, calculated through the PHOENIX system. This information is sent to the customer via email but can also be calculated during the call.
3. Invoice Duplicates: Handling a high volume of invoice duplicates at the beginning of each month. If the invoice relates to a leasing vehicle, it is processed through KARVE; if it’s for a financed vehicle, it is managed through PHOENIX. Invoices are available on the Customer Portal, where customers can download them directly after registering.
4. Data and Account Updates: If a customer requests changes to personal details or account numbers, the Customer Support Department sends an email requesting the necessary documentation to proceed. This task takes more time and cannot be completed during the call. Some data changes require customer authorization via SMS PIN signature.
5. Documentation, Authorizations, and Certificates: Managing other requests and processing them.
6. Requests from Official Bodies: Handling information requests from official bodies regarding customer contracts. These requests usually arrive by email (from police, ministries) or by postal mail (from the Tax Agency).
7. Release of Ownership Reservation: Processing the release of ownership reservation at contract completion.
8. Claims or complaints: Identify the reason for the complaint and enter the internal portal correctly.
9. Back up in BackOffice tasks, e.g.: Classification: Answer or sort emails by task flow in Internal Portal.
10. Data and Account Update
11. Release of Ownership Reservation
12. Invoice Duplicates

The volume that every person in the area manages is approximately 60-70 calls daily, depending on volume, and handles around 120-150 emails.

Qualification

1. Studies: Studies in Business Administration and Management, Economics, Finances or related studies (FP).
2. Languages: English B1-B2 (not necessary for the daily business but is the Company's official language)
3. Prior Experience: 2 years
4. Others skills: Active listening, negotiation skills, effective call management, correct and effective writing documents and emails, conflict resolution skills, some cross functional knowledge, detailed knowledge of the different products offered.

What do we offer?

1. Fix salary.
2. Flexible working hours.
3. 30 working days of vacation (+ Christmas Eve and Easter Monday).
4. Hybrid work model: on-site (40%) and remote (60%).
5. Be part of a leading company.
6. Great work environment.
7. Free Nespresso coffee and some fruits.
8. Team Building activities.
9. Open communication environment (360o feedback).