As an Applecare advisor, you will provide technical support and customer service to consumer customers on their Apple products.
You will be required to follow standard diagnostic procedures with an emphasis on handling the most frequently asked questions as quickly and effectively as possible, recognising more complex problems and escalating accordingly.
Responsibilities


To provide basic to moderately complex support to Apple customers on Apple products, systems, peripherals and software


Logging of calls from customers onto an Apple database and following escalation procedures to resolve problems or issues.


To provide and maintain strong, professional relationships with all of Apple’s customers and show empathy for the customers at all times


All times, the agent will demonstrate a high level of customer service when helping a customer and if necessary, to escalate “hot” issues to a more experienced agent.


To make themselves available to receive calls for a minimum of 80% of their on- line time


To provide feedback on a daily basis to the Team Manager new emerging issues that have been discovered


Enrich the lives of Apple customers by providing unparalleled customer service.


Wow our customers by listening attentively to their needs, gain agreement on
the resolution and bring the issue to conclusion


Troubleshoot simple to complex technical issues with customers with a positive and knowledgeable approach


Adjust your approach to all levels of customer experience.










Teach and educate customers on support options, and the steps being taken to resolve their issue.


Analyze information then drive it to resolution


Communicate positively with team members, customers, and other partners -
remember, you represent the Apple brand.
Skills and Attributes




Have fluent English and Fluent French


Be a confident and enthusiastic communicator


Have strong organisational and administrative skills


Be a self-starter who is motivated and innovative


Have a high stress tolerance


Previous call centre experience preferred


An appreciation of the IT environment, preferably with Apple products


A high level of computer literacy


A knowledge of hardware principles preferred


Experience of working in a pressurised, target driven environment


A strong “hands-on” background in a similar environment 

corkfrenchjobs@apple.com