Praca iTunes Advisor

• Medical Insurance (VHI) - 50% for the first six months and 100% thereafter
• Pension Plan - Apple will match up to 7% of your contribution to the company pension plan
• Product Purchase Plan - Discounts on the purchase of Apple products
• Stock Purchase Plan - Discounts on the purchase of Apple Stock/Shares
• Life Assurance - 4 x times salary

As an Applecare Advisor you will provide Technical Support and Customer Service to iTunes Store Customers via email or chat on issues such as Account & billing, Purchase Downloads, Authorisation, iTunes Gift Cards and many other categories. You will be required to follow standard guidelines and procedures to support you in responding to our customers. Your customer responses will mainly be in the form of Canned/Template answers but will also require some personalization. There will also be an emphasis on handling the most frequently asked questions as quickly and effectively as possible, recognizing more complex problems and escalating accordingly.

• To provide basic to moderately complex support to Apple customers on all iTunes related topics as mentioned above - Account & billing issues, Purchase Downloads, Authorisation, iTunes Gift Cards and others.
• To provide and maintain strong professional relationships with all Apple’s customers and show empathy for the customers at all times.
• You will demonstrate a high level of customer service when assisting a customer and if necessary escalate complex issues to a more experienced advisor.
• Make yourself available to receive emails or chats for a minimum of 80% of the on-line time.
• Provide feedback to the team manager on emerging issues.

• Be fluent in German and English
• Be a confident and enthusiastic communicator
• Excellent reading comprehension and written communication skills
• Have strong organisational and administrative skills
• Be a self-starter who is motivated and innovative
• Have a high stress tolerance

• Previous call centre experience
• An appreciation of the IT environment, preferably with Apple products
• A high level of computer literacy
• Experience of working in a pressurised environment which is target driven

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