Motorola Solutions CZ s.r.o. – Všeobecní administrativní pracovníci – Customer Service Representative (Brno)
Pracovní náplň: Customer Service Representative. Jednosměnný provoz.
Referent zákaznické podpory v cizích jazycích
Náplň práce:
- Poskytuje primární podporu zákazníkům při žádostech o opravy prodaných produktů (telefon, email)
- Zaznamenává a řeší hlášení závad, a to s požadavkem na včasnost a kvalitu
- Komunikuje s kolegy v relevantních odděleních
- Garantuje vyřízení žádosti v požadovaném čase a kvalitě při současném dodržení interních postupů
Požadujeme:
- Výborná znalost anglického jazyka
- Alespoń středně pokročilá znalost českého jazyka
- Znalost dalšího jazyka výhodou s preferencí ruštiny
- Zkušenost z prostředí call centra nebo zákaznické podpory velkou výhodou
- Organizační dovednosti
- Orientaci na detail
- Prozákaznický přístup
- Odolnost vůči stresu
Poznámka k volnému místu:
Customer Representative with English
Department Description:
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.
Scope of Responsibilities/Expectations:
o Provide support related to the operation and escalation of all customer service related activity in a responsible and professional manner.
o Responsible for inputting all communications (i.e. fax, e-mail, and voice messages) into the call management system.
o Evaluate calls received into the Customer Service group, determine customer needs and handle or escalate accordingly.
o Reconcile any faxes, e-mails, etc. received from Customers on a daily basis.
o Follow up on all outstanding issues within appropriate timeframe.
o Promote a positive image of product, technical skills and company commitment to provide quality service.
Specific Knowledge/Skills:
o Excellent English: speaking, listening, and writing skills
o Any other language would be a big plus – preferably Russian language
o At least elementary knowledge of Czech language
o Aptitude for IT and computer systems (MS office in particular)
o High level of organizational skills
o Ability to work in a team (team player)
o Detail oriented personality
o Patient and understanding nature
o Able to work under pressure
o Experience of a call/support centre environment is a plus
o Understanding of excellent customer service
We offer:
- Excellent working conditions
- Structured career path
- Continual free trainings
- Employee benefits (5 weeks of vacation, pension and life insurance, health benefits, contribution to
lunches, language courses)