Detalii loc de munca
The company is an American multinational corporation that designs and manufactures consumer electronics, computer software, and personal computers. Position: • 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 Manager new emerging issues that have been discovered • Enrich the lives of Apple customers by providing unparalleled customer service. • 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.
1. Native German 2. 6 months call centre experience 3. Good technical knowledge 4. Based in Ireland 5. A private workspace with a door that closes, without noise or distraction Ergonomic chair and desk, High-speed hard-wired Internet connection (minimum 2Mbps download / 0.5Mbps upload) from a reliable provider,A dedicated telephone land line from a reliable carrier (must be installed before you start work) Requirement: • Have fluent GERMAN and 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