Customer Relations Advisor - German speaking at Home (based in Ireland)

Every day, people do amazing things at Apple. What will you do? At Apple, great ideas have a way of becoming great products, services and customer experiences very quickly. Bring passion and dedication to your job and there’s no telling what you could accomplish. As an AppleCare Customer Relations Advisor, you will be responsible for customer recovery and retention. You will represent Apple as the company’s highest escalation point with the ultimate scope of restoring and strengthening our customers’ loyalty and faith in Apple as a whole. You will handle various complex issues and work closely and communicate effectively with different departments to ensure successful resolution of each case and deliver the best customer experience. **Note this is an At Home Position, Please see additional requirements.

Key Qualifications

• Be passionate about solving customer issues in an efficient and effective manner and committed to customer retention
• Demonstrate a willingness to help and assist customers effectively to resolve their issues fully and enrich the customer experience
• Strong communication skills
• Superior interpersonal skills
• Organisational skills; be able to discern priorities from urgencies and work under tight deadlines and pressure
• Active listening skills
• Negotiation skills
• Outstanding and consistent follow through until full resolution is obtained and the customer’s experience is fully addressed
• Excellent problem solving skills
• Be able to make sound judgments while understanding the balance between the needs of the customer and the needs of the company.
• Be detailed and thorough
• Be analytical while being able to look at the whole picture
• Be curious and self motivated
• Be target oriented
• Be able to multitask
• Be flexible and willing to take on additional tasks and assist in the execution of new projects
• Be resourceful
• Be autonomous and require little supervision
• Be fluent in English and in the language requirement of the role

Description

You will represent Apple as the company’s highest escalation point with the ultimate scope of restoring and strengthening customer loyalty and faith in Apple as a whole. You will identify opportunities for operational improvements and suggest improvement strategies. You will be empowered to use judgment when balancing company and customer needs. Advisors generally performs one of the tasks noted above but can be asked to support other tasks as needed.

Education

Ideally two years, but a minimum of six months experience in a customer facing role providing effective customer focused solutions Ideally previous contact centre experience High level of computer literacy

Additional Requirements

• For the At Home Advisor role, we can consider candidates with a permanent residence located within the Republic of Ireland only
• A quiet workspace, ergonomic chair and desk
• High-speed internet service (5 megabits download and 1 megabit upload) from a reliable provider)