This is a home based position - please see additional requirements - 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.
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
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
Be detailed and thorough
Be analytical while being able to look at the whole picture
Be curious and self motivated
Be able to multitask
Be flexible and willing to take on additional tasks and assist in
the execution of new projects
Be autonomous and require little supervision
Be fluent in English and in the language requirement of the
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.
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
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 1megabit upload) from a reliable provider)