German Blended Agent Job in Cork, Ireland

Requisition Number 4385204
Job title German Blended Agent
Location Cork
Country Ireland
City Cork
State/Province Co. Cork
Job type Full Time
Job description AppleStore
Sales & Support Specialist
As a Sales & Service Specialist, you are at the core of the customers experience
Based at Apple's EMEA headquarters in Cork, Ireland, the team will support European customers.
The primary responsibilities of the Sales & Service Specialist is to take inbound calls from customers and help educate them on functions, features and product availability as well as provide an exceptional opportunity for a customer to purchase any of the great Apple products. They are also responsible for resolving any customer questions or issues, and ensuring that the customer receives world class customer care.
This will include, but is not limited to, the following activities;
A thorough knowledge of Apple products to advise customers on the features and benefits of our new and existing products.
Working with customers to answer their questions and help them place their order
Searching Apple's internal systems for specific order details, eg, delivery information, payment details, address verification etc.
Navigating Apple and Apple carriers' websites for logistics information.
Communicating with other Apple departments such as Logistics and Finance via Apple's internal tools to further investigate a customer issue.
Detailed logging of all customer calls, written in English, in the relevant Apple database.
Indepth knowledge of AppleStore processes and policies, including knowing when to make exceptions to ensure customer satisfaction.
Where necessary, making outbound calls to customers to keep them updated on their query.
Pro-actively working on customer issues assigned via Apples internal systems, until a solution is found for the customer.
All Sales and Support Specialists are expected to deal professionally and competently with all customers, representing Apple in a positive manner at all times, to ensure a world class customers service for AppleStore customers at all times.

Experience Required;
1-2 years customer service/sales, consumer retail, or contact centre experience essential.
Proven experience of successfully working to targets in a pressurised environment.
Personal Characteristics;
Exceptional communication skills essential, including excellent listening skills, and the ability to maintain composure to positively deal with and resolve challenging customer queries.
Strong customer focus and proven problem-solving skills are essential.
High standard of written & oral communications, both in mother tongue and in English.
Great time management skills.