About us

We are the Mercedes-Benz Customer Assistance Centre Maastricht. 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 collaborate closely with other departments and divisions to create the best customer journey.

With an international team of over 1000 colleagues, we work to create the ultimate customer experience not only for the drivers of our vehicles but also in support of the retail and logistics organizations.

WE CARE for customers, they are part of our DNA.

About the team

Mercedes-Benz has the ambition to lead in car software. Starting with MB.OS 1.0 the complete vehicle will be updatable over-the-air. The MB.OS SWJ Helpdesk is the first point of contact for the the MB.OS Portal user base. Your designated role involves providing (application-) support to MB.OS Portal users who require a service which is offered on the MB.OS Portal platform.

These will be your tasks and responsibilities:

Handle incoming work (ServiceNow tickets, Teams phone calls, emails) from B2B users 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 in regards to tools (web applications) and processes; investigate reported problems
Forward, if necessary, inquiries and incidents to (technical) support teams and liaise with n-levels for resolution of complex topics
Accurately document work related activities in the relevant ticketing system according to established policies and procedures
If necessary, coordinate with internal/external stakeholders to resolve complex enquiries and complaints related to the scope of support
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:

Excellent proficiency in German (fluent spoken and written) and in English (corporate language)
Very strong analytical skills
Strong affinity with IT - background in software development is highly preferred
Strong skills and advanced experience in IT support and problem solving
Knowledge in IT support, application support or diagnostic topics will be a plus
Strong ownership and understanding of the impact and consequences that own/team actions have on customer satisfaction
Highly adaptable to changing business requirements
Ability to anticipate on upcoming issues and in finding solutions
‘Can-do’ and proactive attitude
Open communication style, including ability to give and receive feedback.
Completed vocational education or equivalent work experience and abilities
Strong communication skills (B2B), both written and verbal
Strong identification with the Mercedes-Benz organization, its products and its vision & strategy
Willingness to do night shifts (one week every 2-3 months)

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

Multicultural, dynamic, and international work environment
Attractive salary: € 3.080,- gross (approx. 2.610,- 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
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.

Mercedes-Benz Customer Assistance Center Maastricht

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