FRONT OFFICE AGENT

◼ 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 creation of a framework to implement centralized and integrated business operations centers on three continents, delivering the most efficient processes to our customers. With the Hub, we will reduce operational costs while ensuring a standardized luxury customer experience. It will also help us to be one-step ahead of our competitors and to balance phases of high and low demand, and therefore improving overall competitiveness and efficiency. Additionally, our operating model will be enhanced with the best of 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 their inquiries, questions, claims, or complaints.◼ Duties And Responsibilities1️⃣ Phone Support, answer and provide solutions to queries concerning:Early Termination Simulation: Handling requests for early contract cancellation quotes, calculated through the PHOENIX system. This information is sent to the customer via email but can also be calculated during the call.Invoice Duplicates: Handling a high volume of invoice duplicates at the beginning of each month. If the invoice relates to a leasing vehicle, it is processed through KARVE; if it’s for a financed vehicle, it is managed through PHOENIX. Invoices are available on the Customer Portal, where customers can download them directly after registering.Data and Account Updates: If a customer requests changes to personal details or account numbers, the Customer Support Department sends an email requesting the necessary documentation to proceed. This task takes more time and cannot be completed during the call. Some data changes require customer authorization via SMS PIN signature.Documentation, Authorizations, and Certificates: Managing other requests and processing them.Requests from Official Bodies: Handling information requests from official bodies regarding customer contracts. These requests usually arrive by email (from police, ministries) or by postal mail (from the Tax Agency).Release of Ownership ReservationProcessing the release of ownership reservation at contract completion.Claims or complaints: Identify the reason for the complaint and enter the internal portal correctly.2️⃣ Back up in BackOffice tasks, e.g.:Classification: Answer or sort emails by task flow in Internal Portal.Data and Account UpdateRelease of Ownership ReservationInvoice DuplicatesThe volume that every person in the area manages is approximately 60-70 calls daily, depending on volume, and handles around 120-150 emails.◼ QualificationStudies: Studies in Business Administration and Management, Economics, Finances or related studies (FP).Languages: English B1-B2 (not necessary for the daily business but is the Company's official language)Prior Experience: 2 year◼ Others skillsActive listening, negotiation skills, effective call managementCorrect and effective writing documents and emails.Conflict resolution skillsSome cross functional knowledgeDetailed knowledge of the different products offered.✨✨ What do we offer?Permanent contractFix salary + variable bonusFlexible working hours.30 working days of vacation (+ Christmas Eve and Easter Monday).Hybrid work model: on-site (40%) and remote (60%).Be part of a leading company.Great work environment.Free Nespresso coffee and some fruits.Team Building activities.Open communication enviroment (360º feedback)