German Customer Support (Agreement Admin) - Work from Home

Job details

• Job Number: 29178942
• Cork, Co. Cork, Ireland
• Posted: Oct. 13, 2013
• Weekly Hours: 39.00

Job Summary

As an Agreement Administration Advisor you will be working in a fast paced, dynamic environment. Agreement Administration Advisors are committed to providing support options, enrollment assistance, and resolution to our customer’s issues with all contractual support options Apple provides.

Key Qualifications

• Skills and Attributes
• Be Fluent in English and German
• Diploma or Degree qualified
• 1-2 years of experience in a customer service/support environment, or equivalent experience.
• Analytical and detail oriented
• Strong communication skills (written and spoken)
• Can identify opportunities for process improvement and develop solutions that target root causes
• Can relate to and communicate with all types of situations and customers (internal and external)

Description

Responsibilities • Assist your peers worldwide within AppleCare by fielding questions about the AppleCare Protection Plan and other related support agreements. • Process contract maintenance requests using CRM and Sonar tools. Contract maintenance includes DOP updates, transfer of coverage/ownership, agreement refund requests, etc. • Field and escalate both written and voice requests for Lost Kits and Enterprise Administration issues. • Process customer contract maintenance requests received via fax or email from regions worldwide. • Collaborate with agents in Apple’s worldwide contact centers to resolve complex agreement issues via phone and chat. • Document / log support exceptions and issue resolution on a case-by-case basis using CRM tool. • Contact customers via phone or email in order to research and assist with agreement issues. • Provide support for Apple contracts including APP, ASL, APSS, and other Enterprise level agreements • Work with resellers and service providers to ensure total resolution for our customers. • Be responsible for monitoring CRM worklist daily. • Maintain minimum team production requirements set by management. • Track and report system issues that could effect customer satisfaction or department production.

Additional Requirements

At-Home Qualifications • A private workspace with a door that closes, without noise or distraction • Ergonomic chair and desk • High-speed hard-wired Internet connection (minimum 2Mbps download / 0.5Mbps upload) from a reliable provider • A dedicated telephone land line from a reliable carrier (must be installed before you start work)