Back to search.Apple - German Speaking Blended Customer Support Agent
| Employment Type: | Permanent |
| Location: | Cork - South-West, Ireland |
| Salary: | Excellent |
| Languages: | English, German |
Overview
As a Blended Customer Support Representative, you are at the core of the customers experience. Based at Apple\'s EMEA headquarters in Cork, Ireland, the team will support European customers. The primary responsibility of the Blended 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.
While the majority of the daily work activity will be the handling of customer service calls, the Blended Customer Support Representative is also responsible for the handling of some iPod sales calls.
Key Responsibilities:
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 sales queries and help them place their order
Advise customers on the features and benefits of our new and existing Apple products and close sales where possible
Where necessary, making outbound calls to customers to keep them updated on their query.
Pro-actively working on customer issues assigned via Apples internal systems, until a solution is found for the customer.
All Blended Customer Support Representative are expected to deal professionally and competently with all customers, representing Apple in a positive manner at all times and to ensure a world class customer service for AppleStore customers at all times.
Qualifications/Experience:
1-2 years customer service/sales, consumer retail, or contact centre experience essential.
Proven experience of successfully working to targets in a pressurised environment.
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 German and English.
Great time management skills.
Understanding of sales and willingness to perform towards given targets.
As a Blended Customer Support Representative, you are at the core of the customers experience. Based at Apple\'s EMEA headquarters in Cork, Ireland, the team will support European customers. The primary responsibility of the Blended 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.
While the majority of the daily work activity will be the handling of customer service calls, the Blended Customer Support Representative is also responsible for the handling of some iPod sales calls.
Key Responsibilities:
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 sales queries and help them place their order
Advise customers on the features and benefits of our new and existing Apple products and close sales where possible
Where necessary, making outbound calls to customers to keep them updated on their query.
Pro-actively working on customer issues assigned via Apples internal systems, until a solution is found for the customer.
All Blended Customer Support Representative are expected to deal professionally and competently with all customers, representing Apple in a positive manner at all times and to ensure a world class customer service for AppleStore customers at all times.
Qualifications/Experience:
1-2 years customer service/sales, consumer retail, or contact centre experience essential.
Proven experience of successfully working to targets in a pressurised environment.
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 German and English.
Great time management skills.
Understanding of sales and willingness to perform towards given targets.
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