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:
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