Mercedes-Benz are well recognized as industry leaders in luxury service and high quality products, pushing the meaning of automobile excellence to new boundaries. You can trace the timeline of Mercedes-Benz all the way back to 1885 when Karl Benz invented the first automobile – cementing Mercedes-Benz a place in history.
We know what you’re thinking, over 100 years is a long time to be in the business. So what’s our secret? We constantly strive to find ways to balance tradition with innovation. Mercedes-Benz Customer Assistance Center, Maastricht is no exception. For the last 20 years our aim has been to provide the best quality customer service not only in Europe but all around the world. But maintaining these standards would not be possible without all of the talented and motivated colleagues that contribute to the success of our company. That is why we are always looking for bright new sparks to join us. If that could be you, read on!
The MBCAC CRM system captures a lot of information regarding the customers, vehicles and customer interactions. Furthermore, details of the process steps are saved to ensure that the customer can be updated at any time. Since the worldwide expansion, we have this global data stored centrally in our Data Warehouse.
With the global extension of our systems and processes, one standard process was created for all markets. Country specific changes have however been made to this standard process. With the vast amount of countries that we are dealing with, it is hard to keep track of all these country specific changes. The many alternative processes make it difficult to capture bottlenecks and improve the standard process.
Your assignment will be to provide insights in the different processes, which the markets are following. You can use these insights to find bottlenecks in these processes and make suggestions of process improvements.
For more information, contact Boudewijn van Dongen.