Back to search.Apple - Spanish Speaking Customer Relations Agent
| Employment Type: | Permanent |
| Location: | Cork - South-West, Ireland |
| Salary: | Excellent |
| Languages: | English, Spanish |
Overview
You will provide customer service support to all Apple customers and deal on all non-technical issues in a timely manner and within Apple’s guidelines. You will provide support on issues such as: warranty, replacement, repair, exchange, refunds and provide assistance on logistical issues.
Responsibilities
• To respond to customer or Apple partner issues whether raised by telephone or by written communication.
• To respond to all customer issues within the timescales defined by management (Service Levels)
• To ensure at all times that customers are handled within the framework of the Apple Policy and Procedures documentation
• To log all customer interactions on system using the Apple case logging guidelines.
• Contribute with the overall CSAT initiative.
• To maintain a log of open issues and keep customers informed of any progress
• To escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution
• To ensure always that the European Apple Assistance Centre is viewed positively by our colleagues and Apple’s customers
• To arbitrate, if required, between the customer and Apple’s partners
• To NEVER say “No” to customers, always give a positive response even if Apple cannot help.
• To ALWAYS add value to the customer experience.
Skills and Attributes
• Be a customer-focused individual who enjoys problem solving.
• Have a Professional mindset and attitiude.
• Have a high standard of verbal and written communication
• Have a “friendly” personality and be interested in helping customers
• Have good telephone skills and be able to listen, empathize, diffuse anger and take control of the conversation.
• Be able to take ownership of customer’s issue resolution
• Be a highly motivated, self-starter
• Have good organizational skills and a professional attitude to follow though as promised.
• Have good attention to detail (Root Cause) and log all customer interactions accurately in the GCRM call-logging system
• Be a team player
• Be able to prioritize tasks efficiently and know how to deal with pressurized situations.
• Be decisive and innovative when resolving customer issues
Experience and Education
• Some knowledge of consumer law would be a distinct advantage.
• Must have at least 2 years proven customer services experience, ideally in a call centre environment
• Be very computer literate, ideally on a MAC – previous experience of SAP or similar system a distinct advantage
• Must be fluent in English
You will provide customer service support to all Apple customers and deal on all non-technical issues in a timely manner and within Apple’s guidelines. You will provide support on issues such as: warranty, replacement, repair, exchange, refunds and provide assistance on logistical issues.
Responsibilities
• To respond to customer or Apple partner issues whether raised by telephone or by written communication.
• To respond to all customer issues within the timescales defined by management (Service Levels)
• To ensure at all times that customers are handled within the framework of the Apple Policy and Procedures documentation
• To log all customer interactions on system using the Apple case logging guidelines.
• Contribute with the overall CSAT initiative.
• To maintain a log of open issues and keep customers informed of any progress
• To escalate issues to second liners or management, if necessary, as defined in the Escalation procedures, to ensure a timely solution
• To ensure always that the European Apple Assistance Centre is viewed positively by our colleagues and Apple’s customers
• To arbitrate, if required, between the customer and Apple’s partners
• To NEVER say “No” to customers, always give a positive response even if Apple cannot help.
• To ALWAYS add value to the customer experience.
Skills and Attributes
• Be a customer-focused individual who enjoys problem solving.
• Have a Professional mindset and attitiude.
• Have a high standard of verbal and written communication
• Have a “friendly” personality and be interested in helping customers
• Have good telephone skills and be able to listen, empathize, diffuse anger and take control of the conversation.
• Be able to take ownership of customer’s issue resolution
• Be a highly motivated, self-starter
• Have good organizational skills and a professional attitude to follow though as promised.
• Have good attention to detail (Root Cause) and log all customer interactions accurately in the GCRM call-logging system
• Be a team player
• Be able to prioritize tasks efficiently and know how to deal with pressurized situations.
• Be decisive and innovative when resolving customer issues
Experience and Education
• Some knowledge of consumer law would be a distinct advantage.
• Must have at least 2 years proven customer services experience, ideally in a call centre environment
• Be very computer literate, ideally on a MAC – previous experience of SAP or similar system a distinct advantage
• Must be fluent in English
You cannot apply for this job as it is no longer active.
