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Customer Relations Agent - Norwegian
| Company Name | Apple Operations Europe |
| Job type | Customer Relations Agent |
| Category | Marketing |
| Salary | Negotiable |
| Employment type | Full time Permanent |
About this job
Overview
You will provide customer service to all Apple customers and dealers on all non technical issues in a timely manner and within Apples 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 Apples customers.
To arbitrate, if required, between the customer and Apples 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 customers 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 Norwegian
| Apple Operations Europe | |
| Address | Cork,Ireland |
| Website | View Official Website |
| Our profile | Profile page |