iTunes Store Email Advisor - Italian Speaking in Ireland

Apple Direct Employer

Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks. Imagine what you could do here. 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 iTunes Advisor you will provide Technical Support and Customer Service to iTunes Store Customers via email, chat or phone 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. Advisors generally perform one of the tasks noted above but can be asked to support other tasks as needed. Be a customer focused person who is self-motivated, friendly and has a passion to solve customer issues in an efficient and effective manner. Key Qualifications: •Be fluent in Italian and English •Excellent interpersonal skills •Experienced in resolving complex customer service issues •Dedicated to improving customer satisfaction and keeping Apple customers, Apple customers •Outstanding communication skills, including excellent written English •Flexibility - willing to take on additional tasks and assist in the execution of new projects •Analytical and detail oriented •Target oriented - can deliver results on time. •Excellent problem solving skills - the drive and motivation to take a problem and troubleshoot to a resolution is a requirement. •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) •Ambitious and motivated to develop the role and add value to the business •Dedicated to improving customer satisfaction •Maintains a positive attitude through periods of change and is professional in all work situations Description: • 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. • Provide and maintain strong, professional relationships with all of Apple's customers and show empathy for the customers at all times. • Demonstrate a high level of customer service when helping a customer and if necessary, escalate complex issues to a more experienced Advisor. • Make yourself available to handle phone calls, emails or chats for a minimum of 80% of your on-line time. • Provide feedback to the team manager on emerging issues or system issues. Education: • Have fluent English as well as being fluent in the language of the job role • Ideally 2 years, but at minimum, 6 months experience in a customer facing role, providing customer focused solutions. • An appreciation of the IT environment, preferably with Apple products • A high level of computer literacy

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