The Mercedes-Benz Customer Assistance Center in Maastricht handles over 7,500 phone calls a day from all over the world. A Mercedes car or truck broke down somewhere in Europe and the driver is waiting for assistance, a potential customer has a question about a new model, a technician from a Mercedes garage abroad needs technical assistance… you name it, the 750-strong team of the Customer Assistance Center team has an answer to any question.
“We provide road-side assistance (in case of breakdowns) and customer service (answers to questions and handling of complaints) for the European market”, explains Thor Tielemans, General Manager Operations, Support & Business Development. “We focus on both consumers and businesses. Another important service we provide is support to dealerships in case of technical questions. Technicians anywhere in the world can count on us for assistance if they have any technical questions about our range, for example on the use of diagnostics equipment.”
On the borderIn 1998 Mercedes-Benz deliberately chose to set up its Customer Assistance Center in Maastricht. Thor Tielemans, who at the time still worked at head office in Stuttgart, Germany, clearly remembers the decision being taken. “A site in Germany was not an option, but we were scouring locations near the border. Maastricht turned out to be a fantastic choice and meanwhile it has become host to a true ‘customer service culture’. In our neighbourhood there are many major international service centres. It comes as no surprise that it is often referred to as Customer Service Valley.”
Mother tongueThe Mercedes-Benz Customer Service Center in Maastricht is a melting pot of nationalities and cultures. “We have about 750 staff members from more than 25 different countries”, Thor Tielemans continues. “Moreover, we are available 24/7 – a must since we aim to help our customers in their mother tongue, regardless of the time zone they are in.”
The German-speaking market is very important for Mercedes, which explains why many team members working in Maastricht are of German origin. “About 46% of our employees are cross-border workers. That is a major advantage of this location, right on the border. Another advantage is that the universities and colleges in Limburg host many international students. These young people speak the languages we need and are keen to earn some extra money in their free time. They strengthen our flexi-worker team.”
Visit the website of Mercedes-Benz for more information