Mercedes-Benz Customer Assistance Center Maastricht welcomes 1.000 th employee
The Mercedes-Benz Customer Assistance Center (CAC) in Maastricht recently welcomed its 1.000th employee. With 650 employees in 2012 the significant growth over the past few years is clear to see and they continue to welcome new employees every month. This boundless growth has a positive impact on employment and the economy in the Euregions, in particular for the city of Maastricht.
Being a part of the parent company Daimler AG, whose headquarters is located in Stuttgart (Germany), The Mercedes-Benz Customer Assistance Center Maastricht is a worldwide operating and multi cultural organization. Its goal is to provide excellent services to customers and dealers of well-known brands like Mercedes-Benz, AMG, smart, Setra and Mercedes me (Mercedes me is a support service for maintenance management, tele diagnosis and incident and break down management). More than 12.000 customer conversations happen each day, alongside an ever growing volume of email and social media customer contacts.
Limburg a clear decision
In 1998 Mercedes-Benz made a clear decision to locate the Customer Assistance Center in Maastricht. They were looking for a location close to the German border and in the end Maastricht qualified as the most suitable location. This did not go unnoticed, looking at the numerous big, international customer service centers that followed here ever since. In the next year the Mercedes-Benz Customer Assistance Center will reach a milestone by celebrating its 20th anniversary in Maastricht. The alderman of Economic Affairs of Maastricht, John Aarts: “Mercedes-Benz CAC and Maastricht is a proven successful combination. I am proud of the excellent service the Mercedes-Benz CAC in Maastricht is providing to its world wide customers. Next to the importance with regard to employment in the city and for the region, Mercedes-Benz CAC is an important driver for the customer services. But above all the company is a source of inspiration and a role model for many entrepreneurs”.
The 1.000 employees consist of 55 different nationalities supporting customers worldwide through communication in their native language. In order to steer the growth of activities in the right direction, recruiters are looking for qualified employees all over the world. Maurice Jeurissen, Manager HR: “About 30% of our employees are cross-border workers. That is the advantage of being located in the border region. Besides that more and more new starters coming from outside the border regions, chose to settle in (the surroundings of) Maastricht. An additional advantage is that many young people from different countries are studying at the academies and universities. There is a big amount of various vacancies on our website (cac.mercedes-benz.com) and I kindly invite everybody who likes to work with colleagues from different countries and cultures to come over and have a look.”
What started in 1998 as a modern call center, the Customer Assistance Center has developed into a fully fledged and contemporary customer contact center. The ‘Roadside Assistance’ department makes sure that in case of a mishap the customer receives direct support and is able to continue their journey: 24 hours a day, 7 days a week and 365 days per year. Managing Director Thomas Mlynek: “we are supporting our customers whenever they are on their way, which is 24 hours per day.”
Even the most detailed (technical) questions of Mercedes-Benz customers and dealers concerning cars, trucks, vans and busses are answered quickly and correctly. Not only via telephone and email, but also by means of social media and Mercedes me. This all requires a substantial amount of knowledge and skills of the employees.
As from 2016 the Mercedes-Benz Customer Assistance Center is a model for Daimler AG’s Customer Contact Centers all over the world. IT systems and processes coming from Maastricht are implemented in worldwide locations to ensure the best service to customers of Mercedes Benz all over the world. It is for a good reason that Mercedes Benz distinguishes itself with the slogan ‘The best or nothing’.
The future looks bright for the Mercedes-Benz Customer Assistance Center. It is through providing this high level of service – which is very much related to the Mercedes-Benz brand - the Mercedes-Benz CAC has developed into a concept for the customer, the dealer and of course for the city of Maastricht.