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Customer Support Representative

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

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.
• 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 

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.