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After Sales Support Agent - Temporary

posted Aug 8, 2011, 6:22 AM by Alex Rad   [ updated Oct 13, 2011, 5:57 AM ]

Language Qualifications:
German Or French Or Italian or Arabic Or Nordic


Location: Cork / Ireland
Start Date: 12th of September
Salary: 24 000 Euro / year

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.

Skills and Experience:

  • Demonstrated Customer Service experience.
  • Customer focus
  • Fluency in the language required and English is essential. Written and verbal
  • skills in these languages must be excellent