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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
 



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