Customer Care Repair Admin

Company Overview

At Motorola Solutions, we create technologies our customers refer to as their lifeline.  Our technology platforms in communications, software, video and services help our customers work safely and more efficiently.  Whether it’s helping firefighters see through smoke, enabling police officers to see around street corners, or reliably keeping the lights on in homes and businesses around the world, our work supports those who put their lives on the line to keep us safe.  Bring your passion, potential and talents to Motorola Solutions, and help us usher in a new era in public safety and security.

Department Overview

Customer Care Service Desk is a single point of contact team for Motorola Solutions. Multilingual call, chat and email support for prospects, customers and partners in the following languages: English, German, French, Spanish, Italian, Polish, Russian & Hebrew
Monday to Friday: 7 to 19. Customer Care is part of the Centralized Managed & Support Operations (CMSO), working closely with Technical Support, Repair, Marketing, Channel Sales & Operations.

Job Description

• An administrative role around our repair process
• Handle inbound email and portal support requests about repair requests; follow up with customers and partners by phone if required
• Occasionally support the team with other processes and tasks if required
• Book repair material authorizations. These are required before the customer can ship units to our repair depot
• Correct repair quotes based on service contracts, release units for repair after quote approvals have been provided
• Work with the repair centre on resolving issues around repair time, quality issues or shipping
• Own non-technical requests and drive through to resolution
• Act as focal point and liaise with customers, partners, engineers and support managers
• Obtain a level of understanding of the whole Motorola Solutions’ product portfolio and solutions
• Act as customer facing ambassador for Motorola Solutions. Conduct yourself and communicate in a professional manner in order to help and facilitate customer requests as seamlessly and efficiently as possible

Basic Requirements

• Fluent English, second language would be a bonus
• Good communication skills, both spoken and written
• Attention to detail
• Calm and assured manner with the ability to work well under pressure either as an individual or as part of a team
• Ability to focus on the issues and drive them to resolution
• Preference to work with repetitive processes and tasks