Customer Assistance Specialist (m/f/d)

We are searching for intelligent and innovative employees for our Automotive customers as Mercedes-Benz, Porsche and Robert Bosch. If you are interested in working for a dynamic company with flat hierarchy, we look forward to receiving your application.

Your tasks:

• Develop tools and methods to handle with customer requests or complains on a second level support with transparency, as well as to report on topics that demand internal improvements
• Set up processes to collect, track, and analyze customer feedback and suggest improvements based on the insights gathered
• Liaise with internal teams, such as customer engagement, connectivity, product development, and others to ensure that gaps in the customer experience – irrespective of where they occur in the journey – are plugged
• Support creation of all customer related materials, such as manuals and booklets, as well as all Aftersales relevant content addressed to the customer
• Interact with the 3rd party organizations and relevant internal teams to provide an optimal offer on customer services, such as customer contact, roadside assistance and mobility, digital services, as well as service package offerings
• Support creation of product material and potential marketing actions on Aftersales related services
• Employ a “data driven” approach, build tools and processes that act on data, to leverage the aftersales experience potential and create a data monetization strategy along the aftersales journey

Your profile:

• University degree in Business administration, Business Development, Customer service or comparable degree
• Distinctive operative experience in Aftersales area for customer management and engagement, or customer services (3+ years)
• Professional experience in Digital transformation or Digital Channels; Digital transformation in automotive or retail is a plus (2+ years)
• Broad Knowledge of customer assistance processes, systems and creating customer journey
• Knowledge of Aftersales business, related KPI’s and workflow processes
• Big data knowledge, oriented to process automation, advanced MS-Office skills (e.g. Excel, Project), collaboration tools (e.g. Confluence, Jira), familiar with Business intelligence tools and understanding/ handling for application in the area of responsibility
• Very good English skills, ideally also fluent in a second European language

You can expect …

• Experience in exciting and international projects
• Continuous salary development
• Da Vinci Corporate Benefits
• On-the-job training and language courses
• Appreciation, motivation and commitment

Nothing provides more motivation than success. Da Vinci Engineering is highly committed to ensuring the own employees' success. Become a part of us!