Customer Relations Agent - French

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