Customer Relations Agent - German

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 Vantive 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 in English and German.