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Motorola Solutions - Customer Representative with German & English

v pripade zajmu piste na KNVD73@motorolasolutions.com

!!! ac se to podle inzeratu muze zdat, nejedna se o call centrum, ale spis help-desk. vetsina komunikace se zakazniky probiha pisemne.
je nutne vyborne ovladat oba jazyky. pokud mate dobrou anglictinu a misto nemciny jiny svetovy jazyk, urcite se mi taky ozvete - hledame lidi do vice jazykovaych tymu :)
zivotopisy nebo dotazy posilejte na KNVD73@motorolasolutions.com

Overall purpose of position:
General responsibilities are to manage customer requests for repair (via telephone, fax and email) and to manage problem cases from beginning to end. This includes but is not limited to repair order (RMA) processing, Customer support, and Customer exceptions.
Maintain an accurate on-line record of all issues and provide a single point of contact and escalation for all problems.
Confer with other specialists, departments or management as necessary to resolve issues.

Challenges and opportunities:
• Provide support related to the operation and escalation of all customer service related activity in a responsible and professional manner.
• Responsible for inputting all communications (i.e. fax, e-mail, and voice messages) into the call management system.
• Evaluate calls received into the customer service group, determine customer needs and handle or escalate accordingly.
• Reconcile any faxes, e-mails, etc. received from customers on a daily basis.
• Create price quotes and replacement unit processing for customer when applicable.
• Verify changes (e.g. address, email) for customers place records in the call tracking system and take appropriate action.
• Provide input to management on any customer satisfaction issues.
• Follow up on all outstanding issues within appropriate timeframe.
• Complete all assigned self-study and formal training.
• Promote a positive image of product, technical skills and company commitment to provide quality service.
• Perform additional duties and responsibilities as assigned by supervisor.
• Manage to work in a multi-task environment.
• Ability to take courses including aspects of sales support and customer care to operational functions, and foreign languages.

Qualification, experience and expertise:
• Excellent English and German: speaking, listening, and writing skills; any other language would be a big plus
• Experience of a call/support centre environment is a plus; understanding of excellent customer service
• Aptitude for IT and computer systems (MS office in particular)
• High level of organizational skills
• Detail oriented personality
• Able to work under pressure
• Team Spirit

Working hours: 8,5 hours a day – shifts 8.00 - 16.30 / 9.00 - 17.30 / 10.30 19.00.

We offer:
• Structured career path with clearly defined progression
• Competitive salary and target driven bonuses
• Continuous free training and development
• Language courses
• 5 weeks of vacation
• Positive working environment
• Pension and Life Insurance
• Health benefits
• Contribution to lunches

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