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Customer Services Specialist

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

Customer Services Specialist

Permanent Position

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.

·      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).
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: