posted Sep 28, 2011, 12:37 AM by Alex Rad
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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 |
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