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Chinese XENTRY Support User Helpdesk for Mercedes Benz

The Mercedes-Benz Customer Assistance Center Maastricht N.V. (CAC) is a central point of contact, caring for the needs current and prospective customers of the Mercedes-Benz and smart brands. As part of Retail Service, XENTRY Support 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 Daimler’s aftersales division, Global Service and Parts (GSP/O).

Job description


More than 40 different nationalities add diversity and enrich an organization aiming to provide the best service and premium solutions for our end-customers, retail and business partners. Employees act as brand representatives ensuring that external and internal customers receive personal assistance in their own language at a consistently high level.
Besides providing Customer Service and Roadside assistance, the CAC, offers a wide range of services to internal and external business partners of the Daimler AG aftersales organization. Retail Service is an example. We are a quickly expanding, dynamic department with approximately 100 employees that support CAC divisions and internal and external business partners with product and technical related topics.

Tasks and responsibilities of the XENTRY Support User Helpdesk (UHD) are:

  • Handle incoming work (phone, 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 enquiries 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. 
Benefits:

  • Lucrative relocation package. If applicable, you will also be reimbursed for first arrival, housing fee, and moving costs. 
  • 200 vacation hours (based on full time employment) 
  • Holiday allowance: 8% of annual salary 
  • Competitive performance based salary growth 
  • Result oriented bonuses 
  • Employee Car Program: discount on new or used Daimler brand cars 
  • Collective health insurance at discounted rates 
  • Pension plan 
  • Transportation plan: free bike every 3 years or; free public transport or or; contribution to fuel costs 
  • A “tailor made” individual development plan 

Extra information

Status
Closed
Location
Maastricht, Holland
Type of Contract
Graduate Jobs, Full Time Jobs
Profession type
ICT, Customer Service
Full UK/EU driving license preferred
No
Car Preferred
No
Cover Letter Required
Yes
Languages
English, Chinese

Customer Service Jobs | ICT Jobs | Graduate Jobs | Full Time Jobs