Overview

You will provide technical support and customer service to consumer customers. You will be required to follow standard diagnostic procedures with an emphasis on handling the most frequently asked questions as quickly and effectively as possible, recognise more complex problems and escalate accordingly.

As an iPhone agent, you’ll have the opportunity to help our cherished Mac and Windows customers with questions and troubleshooting on their iPhone. Whether someone is a new to iPhones, is a PC user with an iPhone, or a lifelong Mac enthusiast, you'll be the person to help him or her with their iPhone. Are you one of them?

Responsibilities:

• To provide basic to moderately complex support to Apple customers on Apple products, systems, peripherals and software
• Logging of calls from customers onto an Apple database and following escalation procedures to resolve problems or issues.
• To provide and maintain strong, professional relationships with all of Apple’s customers and show empathy for the customers at all times
• All times, the agent will demonstrate a high level of customer service when helping a customer and if necessary, to escalate “hot” issues to a more experienced agent.
• To make themselves available to receive calls for a minimum of 80% of their on-line time
• To provide feedback on a daily basis to the team leader new emerging issues that have been discovered
• Enrich the lives of Apple iPhone customers by providing unparalleled customer service.
• Provide complete and appropriate technical solutions for Macintosh and Windows iPhone customers via phone
• Wow our customers by listening attentively to their needs, gain agreement on the resolution and bring the issue to conclusion
• Troubleshoot simple to complex technical issues with customers with a positive and knowledgeable approach
• Adjust your approach to all levels of customer experience.
• Teach and educate customers on support options, and the steps being taken to resolve their issue.
• Analyze information then drive it to resolution
• Communicate positively with team members, customers, and other partners - remember, you represent the Apple brand.

Skills and Attributes:

• Have fluent English
• Be a confident and enthusiastic communicator
• Have strong organisational and administrative skills
• Be a self-starter who is motivated and innovative
• Have a high stress tolerance
• Previous call centre experience
• An appreciation of the IT environment, preferably with Apple products
• A high level of computer literacy
• A knowledge of hardware principles
• Experience of working in a pressurised, target driven environment
• A strong “hands-on” background in a similar environment