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CUSTOMER RELATIONS AGENT – DUTCH

 

Company:

APPLE OPERATIONS EUROPE
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Job Reference Number

14222686

Client ID:

RI/
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Posted On:

Nov 19 2009

Location:

CORK
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Job Type:

Permanent

Salary:

NEG
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Benefits:
  • SPORTS & SOCIAL CLUB
  • SUBSIDISED CANTEEN
  • STAFF DISCOUNTS
  • SHARE OPTIONS
  • GYM / GYM MEMBERSHIP
  • CAR ALLOWANCE
  • VHI
Customer Relations Agent – Dutch

AppleCare Cork

(Permanent Position)

Overview

You will provide customer service to all Apple customers and dealers 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.
  • 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 interaction.


Skills and Attributes


  • Be a customer focused individual who enjoys problem solving.
  • 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, empathise, 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 organisational skills and a professional attitude to follow though as promised.
  • Have good attention to detail and log all customer interactions accurately in the PeopleSoft call-logging system
  • Be a team player
  • Be able to tolerate stress and to work effectively under pressure.
· 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 English and Dutch

If you are interested in applying for these positions, please forward your application (including CV), referencing the job title to Eoin Driver, H.R. Department, Apple (driver.e@euro.apple.com)