Senior Customer Service - French
- Recruiter
- Apple
- Location
- Cork
- Salary
- Competitive
- Posted
- 16 Oct 2021
- Closes
- 22 Oct 2021
- Sectors
- Multi lingual
- Contract Type
- Permanent
- Hours
- Full Time
Posted: 23 Jul 2021Role Number:
The EMEIA Retail Online Senior Customer Service team is the support channel for the Apple Online Store Inbound Sales, Service, and Order Administration groups. Responsible for damage control and customer service recovery, the Senior Customer Service Team manages extraordinary customer situations through to resolution. This is a permanent position located at Apple's offices in Cork, Ireland.
Key Qualifications
Key Qualifications
Description
DescriptionSupporting the EMEIA Service and OA Teams through Telephone and Chat Responsibilities include: Handling escalated customer issues and exceptional scenarios from frontline service specialists. Develop creative solutions to complex customer issues and follow through to resolution. Case management of extraordinary situations, including outreach and follow up by email and phone. Identify, report and action emerging customer trends, suggest process improvements to enhance the customer experience. Coordinate and work cross-functionally to prevent and/or resolve escalations.
Education & Experience
Education & Experience- A minimum of 2 years call centre / customer support experience. • An appreciation of the IT environment, preferably with Apple products • A high level of computer literacy • Proven ability to solve complex customer issues • Experience of working in a pressurised environment which is target driven Experience of working with Excel (desirable) • Experience of working in delivering feedback (desirable) • Experience of Logistics, Finance and Order Management (desirable)
Additional Requirements
Additional Requirements
The EMEIA Retail Online Senior Customer Service team is the support channel for the Apple Online Store Inbound Sales, Service, and Order Administration groups. Responsible for damage control and customer service recovery, the Senior Customer Service Team manages extraordinary customer situations through to resolution. This is a permanent position located at Apple's offices in Cork, Ireland.
Key Qualifications
Key Qualifications
- Fluency in English and the above specified language
- Be a confident and enthusiastic communicator
- Have strong analytical, organisational and administrative skills
- Excellent written & verbal communication skills
- Strong attention to detail
- Adaptability & willingness to take on new tasks
- Self Motivated, works well under own initiative and can innovate
- Ability to prioritise tasks & work to deadlines / targets
- Strong teammate who is resourceful and flexible
- Ability to solve complex problems
- Demonstrated solid performance record
Description
DescriptionSupporting the EMEIA Service and OA Teams through Telephone and Chat Responsibilities include: Handling escalated customer issues and exceptional scenarios from frontline service specialists. Develop creative solutions to complex customer issues and follow through to resolution. Case management of extraordinary situations, including outreach and follow up by email and phone. Identify, report and action emerging customer trends, suggest process improvements to enhance the customer experience. Coordinate and work cross-functionally to prevent and/or resolve escalations.
Education & Experience
Education & Experience- A minimum of 2 years call centre / customer support experience. • An appreciation of the IT environment, preferably with Apple products • A high level of computer literacy • Proven ability to solve complex customer issues • Experience of working in a pressurised environment which is target driven Experience of working with Excel (desirable) • Experience of working in delivering feedback (desirable) • Experience of Logistics, Finance and Order Management (desirable)
Additional Requirements
Additional Requirements