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!

Description

• Supporting the EMEIA Service and OA Teams through Telephone and Chat

Responsibilities include:  

• Handling raised customer issues and outstanding 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 and support customer concerns

Key Qualifications

• Full fluency in French & English
• 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 team player who is resourceful and flexible
• Ability to solve complex problems
• Demonstrated solid performance record

Education & Experience

• A minimum 2 years of call center / 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 pressurized 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)