RCC Senior Customer Service Specialist - German

Cork, County Cork, Ireland
Support and Service

Summary

Posted:
Weekly Hours: 39
Role Number:200393846
Home Office: Yes
The EMEIA Retail Online Senior Customer Service team is the support channel for the Apple Online Store Inbound Sales, Service, and Order Administration groups. Responsible for damage control and customer service recovery, the Senior Customer Service Team manages extraordinary customer situations through to resolution!

Key Qualifications

  • Fluency in English & German is essential
  • Be a confident and enthusiastic communicator
  • Have strong analytical, organisational and administrative skills
  • Excellent written & verbal communication skills
  • Strong attention to detail
  • Adaptability & willingness to take on new tasks
  • Self Motivated, works well under own initiative and can innovate
  • Ability to prioritise tasks & work to deadlines / targets
  • Strong teammate who is resourceful and flexible
  • Ability to solve complex problems
  • Demonstrated solid performance record

Description

Supporting the EMEIA Service and OA Teams through Telephone and Chat Responsibilities include: Handling escalated customer issues and exceptional scenarios from frontline service specialists. Develop creative solutions to complex customer issues and follow through to resolution. Case management of extraordinary situations, including outreach and follow up by email and phone. Identify, report and action emerging customer trends, suggest process improvements to enhance the customer experience. Coordinate and work cross-functionally to prevent and/or resolve escalations.

Education & Experience

- A minimum of 2 years call centre / customer support experience. - An appreciation of the IT environment, preferably with Apple products - A high level of computer literacy - Proven ability to solve complex customer issues - Experience of working in a pressurised environment which is target driven Experience of working with Excel (desirable) - Experience of working in delivering feedback (desirable) - Experience of Logistics, Finance and Order Management (desirable)

Additional Requirements