Retail Online Customer Service Specialist - German
Cork, County Cork, Ireland
Apple Retail
As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-six years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a seamless, high-quality, digital retail experience to all of our customers. In Retail Customer Care (RCC), our team is able to bring this experience to life.
The Retail Online Customer Service team is an integral part of RCC. We handle after-sales related contacts.
Every customer interaction is an opportunity to provide an ‘Only at Apple’ experience by focusing on the smallest of details to unlock the specific requirements of our customers and provide exceptional customer support. By providing a world class customer experience you will contribute to Apple overall’s success, build customer loyalty and gain satisfaction for providing tailored moments and solutions for our customers.
Description
The Retail Online Customer Service team receives a variety of customer requests through phone consultations and ensures an amazing customer experience, every time.
Responsibilities include:
- Handling customer issues and scenarios.
- In-depth knowledge of Apple Store’s processes and policies.
- Detailed logging of all customer calls, written in English.
- Engaging with support team members for further assistance & Escalations
- Advising customers on the features and benefits of Apple’s new and existing products.
- Communicating with other Apple departments such as Logistics, Order Support and Payments.
Minimum Qualifications
- Fluency in German and English
- Passion for outstanding customer service
- 2 years of call centre / customer support experience
- Availability to work weekends
Key Qualifications
Preferred Qualifications
- Confident and enthusiastic communicator
- Strong customer focus and decision making skills
- Excellent written & verbal communication skills
- Strong attention to detail
- Adaptability & willingness to take on new tasks
- Strong team player who is resourceful and flexible
- Ability to solve complex problems
- Strong analytical, organisational and administrative skills
- High level of computer literacy
- At Apple, we’re not all the same. And that’s our greatest strength. We draw on the differences in who we are, what we’ve experienced, and how we think. Because to create products that serve everyone, we believe in including everyone. Therefore, we are committed to treating all applicants fairly and equally. We will work with applicants to make any reasonable accommodations.