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Inside Sales Team Manager - AppleStore

posted Oct 25, 2011, 1:56 AM by Alex Rad


Languages 
   Norwegian

Overview

Seeking a high energy and success driven Team Manager to lead a team of Inside Sales Representatives. The Inside Sales Manager is a key position in managing the day-to-day operations of the Apple Store contact center. Provide leadership for sales professionals to ensure quota and revenue goals are met, and to extend the reach and depth of Apple, Inc.’s presence within new and existing accounts.

Coordinates work activities to achieve the volume expected to meet operational requirements. Recognizes and recommends operational improvements. Responsible for the day-to-day application of organizational policies and procedures. Key responsibility is to monitor, coach, and develop their Representatives to achieve daily, weekly, and monthly revenue targets in addition to providing best in class customer experience to our Business customers. Makes hiring decisions and conducts performance appraisals. 

Delivers best in class customer experience to our customers through implementation of our Value Proposition and exceptional performance against C- Sat goals. Ensures quota and revenue goals are met or exceeded by each member of sales team Assists each sales professional to develop specific sales plans to achieve order results. Integral member of the SMB Sales management planning activities, as well as the SMB Organization planning activities; responsible for effective rollout and implementation of critical initiatives and success in key focus areas (e.g. Account Profiling, Event Code usage, Account Lead Generation.)
Creates a learning environment within organization that fosters teamwork and open communication, and leads to continual improvement, best practice sharing, and problem solving for business and customer issues as they arise.
Recruits, selects, trains, appraises performance, establishes performance standards of sales professionals.
Establishes, analyzes and effectively utilizes processes, data, reports, and programs to maximize order results, expand penetration in each account, and grow the overall value of the business.
Drives sales negotiations with customers, and resolves issues in an efficient manner to maintain high customer satisfaction, while also ensuring timely order closure. 
Delivers results to senior and executive leaders and is comfortable delivering forecasts and commitments to senior level.

Skills and Attributes

Demonstrated prior experience in achieving and surpassing team goals in a contact center, preferably in a fast paced e-commerce environment.
5+ years of demonstrated sales management experience in a high volume sales call center with P&L exposure.
Proven ability to lead and develop a team of customer facing representatives.
Experience with forecasts and reporting, variable commission plans and employment law
Demonstrated experience and success in a customer focused competitive environment
German, Dutch or Nordic language capabilities are a bonus for this role.

Normally requires a BS/BA, a strong sales background including 5+ years of demonstrated sales management experience or equivalent.  Position requires strong planning, organizational, communication, sales management and leadership skills.



Customer Support Representative

posted Oct 24, 2011, 6:29 AM by Alex Rad




Overview
As a Customer Support Representative, you are at the core of the customer’s experience. 
Based at Apple's EMEA headquarters in Cork, Ireland, the team will support European customers. The primary responsibility of the Customer Support Representative is to take inbound calls from customers and provide solutions to their queries. The majority of calls 
would be in regards to delivery and payment related post sales queries and the handling of these calls involve a lot of direct interaction with other internal departments such as the finance and logistics teams.


Responsibilities
• Searching Apple's internal systems for specific order details, eg, delivery information, payment details, address-verification etc.
• Navigating Apple and Apple carriers' websites for logistics information.
• Communicating with other Apple departments such as Logistics and Finance via Apple's internal tools to further investigate a customer issue.
• Detailed logging of all customer calls, written in English, in the relevant Apple database.
• Need to gain in-depth knowledge of AppleStore processes and policies, including knowing when to make exceptions to ensure customer satisfaction.
• Working with customers to answer their questions and help them place their order • Advise customers on the features and benefits of our new and existing Apple products.
• Where necessary, making outbound calls to customers to keep them updated on their query.
• Pro-actively working on customer issues assigned via Apple’s internal systems, until a solution is found for the customer.
• All  Customer Support Representative are expected to deal professionally and competently with all customers, representing Apple in a positive manner at all times, to ensure a world class customers service for AppleStore customers at all 
times.

Experience and Education
• 1-2 years customer service/sales, consumer retail, or contact centre experience essential.
• Proven experience of successfully working to targets in a pressurised environment.
• Personal Characteristics; 
• Exceptional communication skills essential including excellent listening skills, and the ability to maintain composure to positively deal with and resolve challenging customer queries.
• Strong customer focus and proven problem-solving skills are essential.
• High standard of written & oral communications, both in mother tongue and in English.
• Great time management skills.


Apply:


Customer Services Specialist

posted Oct 24, 2011, 6:26 AM by Alex Rad


Customer Services Specialist

Permanent Position
 
 
Overview

As Customer Service Specialist your role will be to expedite customer & departmental queries while maintaining the highest customer service standards at all times.

The Customer Service Team has a wide range of responsibilities focused on improving the overall customer experience.  The team works under demanding time constraints to address complex support issues until successfully resolved. The team also identifies opportunities for operational improvements & suggests service improvement strategies in accordance with business requirements.

There will be an emphasis on as quickly and effectively as possible, recognizing more complex problems and escalating accordingly. The successful candidate will be customer focused, articulate and motivated with some customer service based experience and excellent written and verbal communication skills. They must be able to work well within a team environment working towards achieving predetermined targets and also demonstrate their own initiative when required.
 
 
Responsibilities:

 
·      Processing of daily/weekly/monthly reports in an accurate and timely manner.
·      Ensure all activity is addressed within specified Service Level Agreements (SLAs)

·      Customer Outreach, via phone or email.

·      Order maintenance and administration (eg. Returns, Free of charges, Credits/Debits, Deliveries, iTunes, Promotions Etc. )

·      Process Improvements / Apple Pedia (knowledge-base) audits.

·      Universal Acceptance Testing (UAT).

·      Identify & escalate emerging customer issues.

·      Develop creative solutions to complex customer issues & follow through to resolution.

·      Co-ordinate & work cross departmentally to prevent and/or resolve escalations.

·      A proactive role in ensuring customer satisfaction levels are consistently maintained.
 

Skills and attributes

·      Be a confident and enthusiastic communicator
·      Have strong organisational and administrative skills
·      Be a self-starter who is motivated and innovative
·      Ability to solve complex problems
·      Have a high stress tolerance
·      Be able to enhance exciting relations with customers and stakeholders
·      Excellent written & verbal communication skills
·      Strong attention to detail
·      Adaptability & willingness to take on new tasks
·      Self Motivated, works well under own initiative
·      Ability to prioritize tasks & work to deadlines / targets
·      Strong team player

 
 
Experience and Education
·      Previous call centre experience
·      An appreciation of the IT environment, preferably with Apple products
·      A high level of computer literacy
·      Proven ability to solve complex customer issues.
·      Experience of working in a pressurised environment which is target driven.
·      Experience in Logistics is desirable.
·      Experience of working with SAP and Excel (desirable).
 
Languages
Fluent English & one of the following languages: German, Nordic, Dutch, Hungarian, Polish or Czech.
 
 

If you are interested in this position, please forward your application including reference to the job title to:


Logistics RMA Specialist

posted Oct 4, 2011, 1:11 AM by Alex Rad   [ updated Oct 13, 2011, 5:54 AM ]


Location: Ireland , Cork 
Language: German 

Overview:

RMA: Return Material Authorization

The role of RMA Specialist exists within the AOS RMA team based in the EMEA region. This
is a fast moving, dynamic environment where flexibility and adaptability are key attributes
needed for success.

The team works under demanding time constraints to address complex support issues until
successfully resolved. The team also identifies opportunities for operational improvements &
suggests service improvement strategies in accordance with business requirements.

The successful candidate will be customer focused, articulate and motivated with some
customer service based experience and excellent written and verbal communication skills.
They must be able to work well within a team environment working towards achieving
predetermined targets and also demonstrate their own initiative when required.

Responsibilities

  • • Manages a wide variety of customer related queries for Applestore, - cancellation
  • or processing of returns/ replacement deliveries, carrier loss claims, changing plant
  • codes, etc.
  • Interacts with AppleStore Service advisors, Carriers, third-party warehousing on daily
  • operational issues, problem escalation and resolution.
  • Undertakes customer outreach calls for the RMA team and other Order Administration
  • teams as required.
  • Processing of daily/weekly/monthly reports in an accurate and timely manner.
  • • Processing of postal returns for goods received internally, ensuring customers are
  • credited or have received a replacement and goods are returned to the warehouse.
  • • Liaison with key departments, to maintain SLA’s e.g. reduce ageing RMAs and
  • improve Order Cycle time.
  • Enhancing existing relations with customers and stakeholders.
  • Supporting additional administrative duties for customer orders as required.
  • A proactive role in ensuring customer satisfaction levels are consistently maintained.


Skills and Attributes:

  • • Relevant/similar experience is a distinct advantage.
  • • A passion for exceptional customer service.
  • • Excellent written communication skills and good verbal communication is a pre- requisite
  • for the role.
  • • Strong knowledge of Apple’s AOS policies and procedures.
  • • Knowledge of RMA processes would be very advantageous.
  • • Ability to work in an information sensitive environment is a key aspect of the role.
  • • Team player and ability to work in a changing challenging environment.
  • • Highly motivated and organised with the ability to work to tight deadlines.
  • • Ability to use discretion and work on own initiative.
  • • Very good accuracy and attention to detail.
  • • Flexibility is required and the role will occasionally involve weekend, late evening or shift
  • work.
  • • SAP and Microsoft Office (Word, Excel) a distinct advantage.

Experience and Education

  • Previous call centre experience
  • An appreciation of the IT environment, preferably with Apple products
  • A high level of computer literacy
  • Proven ability to solve complex customer issues.
  • Experience of working in a pressurised environment which is target driven.
  • Experience of working with SAP and Excel (desirable).

If you are interested in this position, please forward your application including reference to the
job title to: 



Service Provider Support (SPS) Advisor

posted Sep 28, 2011, 12:37 AM by Alex Rad   [ updated Oct 13, 2011, 5:54 AM ]


Location: Ireland / Cork 
Salary: Neg.

Job Purpose:
 
This role is to provide front line support for the Service Providers and iPhone Carrier   - who in turn support our end customers and is a lynch-pin for other Apple functions e.g. Planning & Procurement, Logistics, Field Service, Finance & Technical Support.   The agent will take escalations from the Service Providers’s and iPhone Carriers and provide information on a range of services, including parts availability, finance and logistics.
 
Interaction/Communication with Service Providers & iPhone Carriers  is currently managed primarily via e-mail and Chat, however, some outbound calling may be required. 
In addition, on-site visits may be required from time to time. 
Individuals on the team will need to handle queries from start of issue right through to final resolution.
 
 
Key Responsibilities:
 
  • Screen and process Authorized Service Provider  & iPhone Carrier issues in a timely fashion.
  • Identify potential problems by monitoring tasks or escalations, or through analysis of reporting.
  • Works cross functionally with many other Apple departments to ensure business needs are addressed and customer satisfaction achieved.
  • Provide data as required by management for periodic status reporting.
  • Cross train, and serve as backup for other members of team.
  • Meet minimum team standards such as customer satisfaction goals, team metrics, transactional accuracy, billing accuracy, etc. 
  • Understands the goals of the entire organization and actively participates in achievement of those goals.
  • Takes responsibility for tasks and decisions as documented in all processes and procedures.
  • Other duties as assigned.
 
 
 
Skills Required
 
  • •Fluent English
  • •Fluent in German - other languages a distinct advantage
  • •Very customer service focused
  • •Technically minded with the ability to understand, converse and provide solutions to an IT literate audience
  • •Excellent organizational/administrative skills with ability to prioritize as necessary
  • •Competent in the area of Finance
  • •Mature attitude
  • •Ability to see “the bigger picture”
 
Experience Needed
 
  • •At least two years experience in a similar role
  • •Experience in resolving technical, financial and logistics issues with customers
 
If you are interested in this position, please forward your application including reference to the job title to
 



Customer Relations

posted Sep 20, 2011, 2:20 AM by Alex Rad   [ updated Oct 13, 2011, 5:55 AM ]



French, Italian, Swedish, Norwegian

Overview

You will provide customer service to all Apple customers and dealers on all non technical issues in a timely manner and within Apple’s guidelines. You will provide support on issues, such as warranty, replacement, repair, exchange, refunds and provide assistance on logistical issues. 


Responsibilities

  • To respond to customer or Apple partner issues whether raised by telephone or by written communication.
  • To respond to all customer issues within the timescales defined by management (Service Levels)
  • To ensure at all times that customers are handled within the framework of the Apple Policy and Procedures documentation
  • To log all customer interactions on system using the Apple case logging guidelines.
  • To maintain a log of open issues and keep customers informed of any progress
  • To escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution
  • To ensure always that the European Apple Assistance Centre is viewed positively by our colleagues and Apple’s customers
  • To arbitrate, if required, between the customer and Apple’s partners
  • To NEVER say “No” to customers, always give a positive response even if Apple cannot help.
  • To ALWAYS add value to the customer interaction.



Skills and Attributes

  • Be a customer focused individual who enjoys problem solving.
  • Have a high standard of verbal and written communication
  • Have a “friendly” personality and be interested in helping customers
  • Have good telephone skills and be able to listen, empathise, diffuse anger and take control of the conversation.
  • Be able to take ownership of customer’s issue resolution
  • Be a highly motivated, self-starter
  • Have good organisational skills and a professional attitude to follow though as promised.
  • Have good attention to detail and log all customer interactions accurately in the Vantive call-logging system
  • Be a team player
  • Be able to tolerate stress and to work effectively under pressure.
  • Be decisive and innovative when resolving customer issues
  • Some knowledge of consumer law would be a distinct advantage.
  • Must have at least 2 years proven customer services experience, ideally in a call centre environment
  • Be very computer literate, ideally on a MAC – previous experience of SAP or similar system a distinct advantage
  • Must be fluent in English
Apply:



Payroll Specialist

posted Sep 1, 2011, 7:18 AM by Alex Rad   [ updated Oct 13, 2011, 5:53 AM ]


    

Payroll Specialist – Nordic Region (Permanent)

Job Background:

The Finance team in Cork is the shared service centre for all European accounting activity, including all Manufacturing and Sales & Distribution accounting activity.

Primary Responsibilities:

  1. Full responsibility for the input to our payroll providers for monthly payroll of salaried and hourly paid employees across our Nordic region
  2. Ensuring that data from Merlin and Time & Attendance systems have processed correctly and that any failures of the files are corrected and resubmitted
  3. Manual upload of employee personal tax and social insurance information to the payroll provider
  4. Receipt of documentation from our employees employees and filing and maintenance of same for payroll records and for audit purposes
  5. Fully responsible for checking of trial and final payroll outputs which
includes:

  • Payslips,
  • Gross to net reports,
  • Weekly and monthly costing and deduction reports plus the reconciliation of same.
  • Bank Transmission of funds by EFT.
  • Issuing documentation for leavers in a timely fashion.
  • Month end reporting and posting of payroll to SAP general ledger.
  • Dealing with queries from employees, Hr, Supervisors, managers and the local government offices.
  • Recording and reporting of clocking hours and holiday balances.
  • Retention of all records in a proper manner.
  • Implementing and maintaining controls over all documentation and processes in line with SOX requirements
  • Processing payroll deduction payments i.e. Pension, Union etc.,
  • Processing payments to third parties etc.
  • Full payroll statutory compliance
  • Covering for other payroll functions where necessary
  • Tax year end experience.
  • Project work including systems enhancements to better manage our payrolls, rollout of a global workforce management system and migration of the payrolls from our existing payroll providers to a Globally selected provider
Qualifications/Experience:

  • Minimum of Leaving Certificate examination (or equivalent) with Maths and Accounting or Business Studies
  • Qualified Payroll Specialist or Accounting Technician or studying for similar qualification desirable
  • Must be capable of dealing with high volume and regular changes in volume.
  • Good Organisation Skills.
  • Excellent Communicator.
  • Ability to meet tight deadlines.
  • Excellent team player
  • Fluency in Swedish with 1 or more Nordic languages would be a distinct advantage
  • Experience of Nordic Payroll processes would be an advantage


Apply :


SMB – Account Manager – Temporary Position

posted Aug 26, 2011, 11:00 AM by Alex Rad   [ updated Aug 26, 2011, 11:47 AM ]


Language Skills:
   
All candidates must speak fluent Norwegian, Finnish or Swedish & English

Location: Ireland - Cork 
Salary: OTE 46k (Salary 28k + 18k) 


Overview:

The SMB Account Manager within the Apple On-line Store organization, is responsible for meeting all revenue and unit goals by selling Apple products, systems and services within an assigned sales territory. The ideal candidate should possess a track record of sales success and proven ability to exceed all sales goals. The Account Manager will have responsibility for existing accounts and also for acquiring new accounts to meet individual and strategic team goals.

The position requires the ability to identify, create, forecast and drive opportunities through the entire sales cycle. Account Managers must possess the ability to understand challenges that are critical to the on-line Store customers and take a solution-based approach to solving customer requirements. The ability to build consensus within a team environment and be able to partner with multiple internal departments is essential.

A positive attitude and focus on the highest customer satisfaction is an absolute must for our sales professionals.

Responsibilities:

  • Responsible for acquiring strategically targeted new accounts in the assigned territory.
  • Managing customer accounts
  • Drive and execute market and account management activities, qualifying and developing sales opportunities and leads.
  • Moving sales through entire sales process actively engaging other Apple resources as necessary to ensure success.
  • Experience in calling on key decision makers including CEO & VPs
  • Developing and creating individual plans of action to penetrate a list of key accounts and acquisition accounts
  • Ability to manage complex sales solution sales with a 6 to 12 month purchasing cycle.
  • Ability to identify customer trends and buying patterns
  • Capable of identifying strategic accounts and convert to new accounts
  • Driving strategies to move customers through the relationship lifecycle to capture the largest share of IT wallet within the organisation

Education and Experience:

  • Candidate must have a minimum of 3 years sales experience with a minimum of 1 year in the Business to Business space
  • Candidate must have a minimum of 2 years sales experience in technology field
  • Candidate must have a strong history of quota achievement over career.
  • Experience of presenting products and services to new and existing customers
  • Proven experience with consultative selling
  • Candidate will have a 4-year College Degree or equivalent work experience.
  • Must have excellent speaking skills complemented by exceptional written and oral skills and strong organizational abilities.
  • Ability to articulate and understand the customer strategy and Apple solution strategy independently

Education:

  • 3rd Level education is preferred, however, relevant work experience may suffice.

Apply:    

SMB Inside Sales Representative

posted Aug 8, 2011, 6:28 AM by Alex Rad   [ updated Oct 25, 2011, 1:55 AM ]


Languages 
Czechoslovakian   Norwegian

27K (approx) + 15 OTV

SMB Inside Sales Representative

An Inside Business Sales Representative within the AOS organization is responsible to qualify and convert new sales received through inbound calls.  Must also possess skill and proficiency to place outbound calls to existing businesses in order to identify potential sales opportunities.  Activities include daily customer interface, lead qualification, influencing buying decisions, directing customers through order processes, owning or channeling customer escalations to appropriate resources, understanding and making solution based sales recommendations and identifying trends within their business.
The ideal candidate should posses a track record of sales success and proven ability to exceed all sales goals.  
Ability to maintain positive attitude and provide highest quality customer satisfaction is an absolute must for our sales professionals.
 
Prerequisites: 
  • Candidate must have a minimum of 3 years sales experience with a minimum of 1 year in the Business to Business space
  • Candidate must have a minimum of 2 years sales experience in technology field
  • Candidate must have a strong history of quota achievement over career.
  • Candidate will have a 4-year College Degree or equivalent work experience.
  • Must have excellent speaking skills complemented by exceptional written and oral skills and strong organizational abilities.
  • Ability to articulate and understand the customer strategy and Apple solution strategy independently.
 
Responsibilities:
  1. Provide industry leading customer experience
  2. Responsible for handling calls from an inbound queue
  3. Drive and execute inbound calls into closed sales
  4. Make outbound calls on existing leads or strategic sales programs
  5. Demonstrated ability to manage through various customer situations
  6. Ability to identify customer trends and buying patterns
  7. Provide real time feedback in a dynamic sales environment, and be willing to improvise and enhance processes
  8. Independently drive customer needs or problems to resolution
  9. Exercise judgment in decisions to involve other Apple team members when appropriate
  10. Ability to identify customer trends and buying patterns
  11. Identify accounts for potential development within Account Management teams
The Benefits are: 

Health Insurance - cover 50% for first 6 months then 100% after 6 months
Life Assurance - 4 times annual salary
Pension - 7% contribution 
Opportunity to buy Apple Stocks at a discount
Discount on Apple products
Onsite Gym and Sports Facilities. 
20 mins from Cork City.
Sports & Social Club
Wellness Support
Subsided Cafeteria 


Apply:



After Sales Support Agent - Temporary

posted Aug 8, 2011, 6:22 AM by Alex Rad   [ updated Oct 13, 2011, 5:57 AM ]


Language Qualifications:
   Arabic  
 
German Or French Or Italian or Arabic Or Nordic

AFTER SALES SUPPORT

Location: Cork / Ireland
Start Date: 12th of September
Salary: 24 000 Euro / year

As a Customer Support Representative, you are at the core of the customer’s experience. Based at Apple's EMEA headquarters in Cork, Ireland, the team will support European customers.

The primary responsibility of the Customer Support Representative is to take inbound calls from customers and provide solutions to their queries. The majority of calls would be in regards to delivery and payment related post sales queries and the handling of these calls involve a lot of direct interaction with other internal departments such as the finance and logistics teams.

  • Searching Apple's internal systems for specific order details, eg, delivery information, payment details, address-verification etc.
  • Navigating Apple and Apple carriers' websites for logistics information.
  • Communicating with other Apple departments such as Logistics and Finance via Apple's internal tools to further investigate a customer issue.
  • Detailed logging of all customer calls, written in English, in the relevant Apple database.
  • Need to gain in-depth knowledge of AppleStore processes and policies, including knowing when to make exceptions to ensure customer satisfaction.

Skills and Experience:

  • Demonstrated Customer Service experience.
  • Customer focus
  • Fluency in the language required and English is essential. Written and verbal
  • skills in these languages must be excellent

Apply:


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