Technical Support | Diagnostic Systems | Japanese

Mercedes-Benz Customer Assistance Center Maastricht NV; Maastricht; On-site; EUR 32,000 - 40,000; Full time

Benefits offered by this job

Multicultural environment

Competitive salary

Training program

Development plan

Holiday entitlement

Performance-based bonus

Relocation package

Transit allowance

Health insurance

Pension plan

Employee discounts

Staff events

Job summary

Mercedes-Benz Customer Assistance Center Maastricht NV is seeking a customer-focused specialist to support global customers in a diverse, international setting. You will handle B2B/B2C inquiries, work with XENTRY hardware and software, coordinate repairs and exchanges, and document all activities in our ticketing system.

Fluency in Japanese and English, strong Windows knowledge, and an independent, proactive mindset are essential. Teamwork is highly valued in this dynamic CAC environment.

Qualifications

• Higher vocational education level.
• Fluent Japanese and English, both written and spoken.
• Excellent understanding of customer satisfaction in B2B and B2C.
• Strong affinity with Windows, including software installation and network configurations.
• Affinity with automotive technology and Mercedes-Benz Aftersales applications is an advantage.
• Excellent analytical, proactive, and independent work style.
• Teamwork is an essential part of daily business.

Responsibilities

• Handle incoming work (email, tickets) from B2B customers and respond professionally.
• Analyze and investigate issues using knowledge and tools.
• Provide information and assistance with XENTRY hardware and software; coordinate repairs and exchanges.
• Investigate installation issues and network configuration problems.
• Document activities in the ticketing system according to policies.
• Coordinate with internal stakeholders to resolve complex inquiries.
• Ensure all responsibilities are handled promptly with outstanding customer service.
• Perform other duties as assigned.

Skills

Fluent Japanese

Fluent English

Windows OS

Analytical skills

Teamwork

Education

Higher vocational education

Tools

Diagnostic software

Software installation

Network configuration

Job description

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.

This is what we are looking for:

• (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.

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

• 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)
• 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