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Call Center Agent - Customer Satisfaction, Madrid
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Client:
Mercedes-Benz Mobility AG
Location:
Madrid, Spain
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
194307829029824102432460
Job Views:
1
Posted:
31.03.2025
Expiry Date:
15.05.2025
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Job Description:
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 creating a framework to implement centralized and integrated business operations centers on three continents, delivering the most efficient processes to our customers. The Hub aims to reduce operational costs while ensuring a standardized luxury customer experience, staying ahead of competitors, and balancing demand phases to improve overall competitiveness and efficiency. Our operating model will incorporate 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 inquiries, questions, claims, or complaints.
Phone Support, answer, and provide solutions to queries concerning:
* Early Termination Simulation: Handling requests for early contract cancellation quotes via the PHOENIX system, sent by email or during calls.
* Invoice Duplicates: Managing high volumes of invoice duplicates monthly, processed through KARVE for leasing vehicles and PHOENIX for financed vehicles. Customers can download invoices from the Customer Portal after registration.
* Data and Account Updates: Processing customer requests for personal or account detail changes, which require email communication and sometimes customer authorization via SMS PIN.
* Documentation, Authorizations, and Certificates: Managing various requests and processing them accordingly.
* Requests from Official Bodies: Handling information requests from authorities via email or postal mail.
* Release of Ownership Reservation: Processing the release at contract completion.
* Claims or complaints: Identifying reasons and entering details into the internal portal.
* Classification: Sorting emails by task flow in the Internal Portal.
The workload is approximately 60-70 calls and 120-150 emails daily per person, depending on volume.
* Studies: Business Administration, Management, Economics, Finance, or related fields (FP).
* Languages: English B1-B2 (not essential for daily tasks but the company's official language).
* Prior Experience: 2 years.
* Effective writing skills for documents and emails.
* Cross-functional knowledge.
* Detailed knowledge of offered products.
* Benefits include 30 days of vacation (+ Christmas Eve and Easter Monday), hybrid work model (40% on-site, 60% remote), and a positive work environment with perks like free Nespresso coffee, fruits, and team activities.
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