Customer Service Representative with German and English

Company Overview

At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. We build and connect technologies to help protect people, property and places. Our solutions foster the collaboration that’s critical for safer communities, safer schools, safer hospitals, safer businesses, and ultimately, safer nations. Connect with a career that matters, and help us build a safer future.

Department Overview

The Customer Care team serves as a centralized point of contact for Motorola Solutions. This team provides multilingual support via call, chat, and email to prospects, customers, and partners in English, German, French, Italian, Spanish, Polish, and Ukrainian.

Customer Care is an integral component of the Centralized Managed & Support Operations (CMSO), collaborating closely with Technical Support, Repair, Marketing, and Channel Sales & Operations.

Job Description

As a Customer Service Representative in the Repair team, your responsibilities will include:

• Managing incoming inquiries regarding Motorola Solutions products and services through various channels, including telephone calls, live chats, and emails (case management), from end-users, customers, and partners. 
• Triaging cases and collaborating with various internal stakeholders.
• Utilizing essential applications for customer management and operations, such as Salesforce, Oracle, and PureCloud.
• Developing a comprehensive understanding of the entire Motorola Solutions’ product portfolio and solutions.
• Acting as a customer-facing ambassador for Motorola Solutions. Communicate and conduct oneself in a professional manner to facilitate customer requests as seamlessly and efficiently as possible.
• The primary focus area is repair services for our partners and customers. 
• Liaising with the repair center and other relevant stakeholders to address and resolve issues concerning repair turnaround time, quality, or shipping logistics.
• Serving as the primary point of contact for customers and technicians at the repair depot.
• Processing repair orders via Salesforce/Oracle.
• Cooperating with the IT department to address and resolve systemic and technical issues affecting repair service delivery.

Basic Requirements

• Proficiency in both written and spoken German and English is required.
• Demonstrated critical thinking abilities and a strong focus on problem-solving.
• Exceptional communication skills, encompassing both verbal and written forms, including active listening and the capacity to influence.
• Maintenance of a composed and confident demeanor, with the ability to perform effectively under pressure, both independently and collaboratively within a team.
• A high degree of self-motivation and a strong commitment to achieving success.
• Meticulous attention to detail, a proactive approach, and a capacity for innovative, unconventional thinking.
  
  In return we offer:
   
• Contract of employment
• Hybrid work model
• Comfortable working conditions (high class offices, parking space)
• Competitive salary package
• Strong team-oriented culture
• Private medical and dental coverage (Medicover)
• Life insurance
• Cafeteria program for benefits (multisport card, cinema tickets, etc.)
• 1000 PLN for spectacles
• Employee Pension Plan (PPE)
• ESPP (Motorola Solutions stock programme)
• Company-supported sport and social activities (ski team, volleyball, tennis section, etc.)
• Access to wellness facilities and integration event

Travel Requirements

None

Relocation Provided

None

Position Type

Experienced

Referral Payment Plan

Yes

Company

Motorola Solutions Systems Polska Sp.z.o.o

EEO Statement

Motorola Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, disability, veteran status or any other legally-protected characteristic. 

We are proud of our people-first and community-focused culture, empowering every Motorolan to be their most authentic self and to do their best work to deliver on the promise of a safer world. If you’d like to join our team but feel that you don’t quite meet all of the preferred skills, we’d still love to hear why you think you’d be a great addition to our team.