APPLE, Cork, Ireland
AppleStore Customer Services – German Speakers
(Temporary & Permanent Positions)
Overview
AppleStore Customer Services (ASCS) is the group responsible for providing support to all customers of Apple's online store, and Apple's Telesales teams, post-purchase. This support mainly relates, but is not limited, to; delivery queries, product returns, payment queries, and order cancellations. This is not a technical support role.
Based at Apple's EMEA headquarters in Cork, Ireland, ASCS supports customers in the following European languages; English, French, German, Italian, Spanish, Dutch, Swedish, and Norwegian. Candidates for the role of ASCS Customer Service Representative (CSR) will only be considered where their mother tongue is that of the market they will support.
Responsibilities
ASCS CSRs are responsible for answering inbound calls from AppleStore customers, taking responsibility for answering the customer's question or resolving their issue, and ensuring that the customer is satisfied with the support they receive from ASCS. This will include, but is not limited to, the following activities:
- 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.
- Indepth knowledge of AppleStore processes and policies, including knowing when to make exceptions to ensure customer satisfaction.
- Where necessary, making outbound calls to customers to keep them updated on their query.
- Pro-actively working on customer issues assigned via Apple’s internal systems, until a solution is found for the customer.
All ASCS CSRs are expected to deal professionally and competently with all customers, representing Apple in a positive manner at all times, to ensure the best possible customer experience for all AppleStore customers at all times.
Experience Required
- 1-2 years customer service, consumer retail, or contact centre experience essential.
- Proven experience of successfully working to targets in a pressurised environment.
Personal Characteristics
- 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 communications, both in mother tongue and in English.
- Good time management skills.
If you are interested in applying for this position, please forward your application to applehr@euro.apple.com immediately.