Customer Service Agent
Mercedes-Benz Försäljnings AB / Övriga jobb / Malmö
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hela Sverige Car sales and the automotive industry is into a big transformation. More people are leasing their cars and there is a trend towards a seamless integration between the digital world and physical dealerships. At Mercedes-Benz, we strive to be at the forefront of this transformation. We truly believe there need to be a full-fledge digital experience for our customers. At the same time, we want to create an amazing customer experience in the physical retail where customers can meet our Mercedes-Benz experts. These two areas will need to be integrated, and together with our iconic brand and products, we are creating a competitive advantage.
Are you an engaged, hungry person wanting to be a part of one of the worlds strongest brands. We are looking for ambassadors to our new established Customer Contact Center team. As a Customer Service Agent(CSA) you will be responsible for proactively and reactively resolve inquiries from existing and potential customers through a variety of channels. The CSA's should enable sales as well as ensuring customer loyalty according to Mercedes Benz's service standards and defined processes. You will be our own heroes acting as "the voice of the customer" to help innovate and improve service levels and Mercedes Benz's products and services. You will be working shifting hours based on customer needs, including evenings.
Your main task will be to: Handle and resolve incoming inquiries from existing and potential customers across all channels Follow-up customers and ongoing cases to ensure smooth omni channel experience Conduct Outbound activities to prospects and customer in order to exploit market potential Ensure fast, competent and direct answering or forwarding of customer requests, complaints and leads to the most relevant party Professional interaction and good cooperation with stationary agents Identify and capture sales opportunities in all interactions based on customer relevancy and needs Transfer of customers to agents and follow-up according to defined processes Capture knowledge and make suggestions for knowledge articles Responsible for identifying and reporting repeating issues, improvement potential and possible solutions as part of the continuous improvement process Actively participate and contribute to MB culture and take responsibility for own development
About you
You are a true team player with excellent communication skills in both Swedish (bi-lingual Danish/Swedish is a big plus) and English both verbally and in writing. You must be able to establish a quick, reliable and trustworthy contact to customers and to focus on customer requests. We expect you to have the ability think and act in a customer- and service-oriented way with a high willingness to learn and an open mindset for change processes. Experience and knowledge regarding Mercedes Benz products, sales techniques and Mercedes Benz- terminology is desirable but you will get a lot of education to learn about these areas anyways.
We believe that you have contact center experience, customer contact- and a IT- skills, such as MS Office, relevant systems for sales process and call center (chat, IVR, case handling, lead management system, etc.
We think that you have a High school diploma, customer service / support or customer contact center experience and preferably experience within the automotive industry
Is this the right challenge for you?
We are practicing continuous selection, therefore please send in your application as soon as possible but at the latest 31st of March. You apply by clicking the application link below; we do not consider applications sent in by email.
If you have any questions regarding the position, please contact Clara Waage, Team Manager Customer Contact Center, +46 722 23 75 82 . If you have, any questions related to the recruitment process, please contact Joanna Madsen, HR Business Partner at +46 722 22 35 59.
Varaktighet, arbetstid
Heltid Tillsvidare
Publiceringsdatum2019-03-19ErsättningMånadslön
Så ansöker duSista dag att ansöka är 2019-03-31
Klicka på denna länk för att göra din ansökanKontaktJoanna Madsen
joanna.madsen@daimler.comFöretagMercedes-Benz Försäljnings AB
AdressMercedes-Benz Försäljnings AB
Dockgatan 1
21112 Malmö
KontorsadressDockgatan 1
Jobbnummer 4677243
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