Technical Support | Diagnostic Systems | Japanese

Mercedes-Benz Customer Assistance Center; Maastricht; Hybrid; EUR 29,000 - 40,000; Full time

Benefits offered by this job

Attractive salary

Hybrid work model

Relocation package

Pension plan

Health insurance discount

Gym discounts

Job summary

Mercedes-Benz Customer Assistance Center Maastricht zoekt een gemotiveerde klantenservicemedewerker die zowel B2B als B2C ondersteunt. Je behandelt inkomende e-mails en tickets en analyseert issues met beschikbare tools. Je documenteert alle activiteiten nauwkeurig in het ticketsysteem.

Je spreekt vloeiend Japans en Engels, hebt affiniteit met auto-technologie en werkt in een internationaal team. Na onboarding volgt een hybride werkmodel met training en aantrekkelijke arbeidsvoorwaarden.

Qualifications

• Higher vocational degree or equivalent.
• Fluente Japans en Engels vereist.
• Klantgerichte ervaring gewenst.

Responsibilities

• Handle incoming work (email, tickets) from B2B customers and respond to queries timely and professionally.
• Analyze and investigate issues using knowledge and tools.
• Document work activities accurately in the ticketing system.

Skills

Fluent Japanese

Fluent English

Customer satisfaction

Windows

Network configuration

Analytical skills

Proactive

Teamwork

Independent work

Automotive tech affinity

Education

Higher vocational degree

Tools

XENTRY

Job description

Functie beschrijving

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.

Functie eisen

• (Higher) Vocational work-and thinking level;
• Fluent Japanese and English, both written and spoken;
• Excellent understanding of customer satisfaction (both B2B and B2C), preferably gained in a similar customer-facing role;
• Strong affinity with Computers (Windows), including installation of software and configurations of networks;
• Affinity with automotive technology and Mercedes-Benz Aftersales Applications is an advantage;
• Excellent analytical skills, ability to anticipate upcoming issues and find solutions, pro-activeness and ability to work independently are key requirements;
• As we believe in the strength of doing things together, teamwork is an essential part of our daily business. Therefore, we aim for candidates with an enthusiastic and inspiring personalities.

Wij bieden

• Multicultural, dynamic, and international work environment
• Attractive salary: €2.874 gross (approx. 2.450 net) for 40h/week
• Initial training followed by a buddying 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

Het bedrijf

Our home base is the Mercedes-Benz Customer Assistance Center (CAC) Maastricht, which 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.

Employees from 42 different countries add diversity and enrich an organization dedicated to driving customer satisfaction and high performance and act as brand representatives ensuring that customers and business partners receive support in their own language at a consistently high level.

For 25 years, the Mercedes-Benz Customer Assistance Center aims 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.