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Customer Care Agent

EirDublin

About this Role The role of an oeCC Agent is to provide a high level of service to our customers to ensure all queries regarding Order and Fault placement and delivery of same are addressed and resolved within the Regulated guidelines. The Individual is expected to develop a strong understanding of the full open eir RAP and non-RAP product suite covering WLR, NGA, NGN, White Label and GNP. They must have a good Technical tendency as knowledge and understanding of complex tests and results is a core element of the role. They will work with our customers to triage complex fault and order queries. The Agent must be able to work within tight guidelines while also having the ability to use their own initiative to manage customer expectations and resolve any issues through the use of multiple complex systems in a somewhat pressurised environment. What is expected from the Role? Key Responsibilities

1 hour ago

At Home Customer Relations Admin Advisor

AppleCork

Summary Love to resolve problems and delight customers? The best products come with the world’s best customer support. Troubleshooting with integrity and quick resolution are just part of the equation — we want our customers to be happy with every interaction they have with us. By helping Apple maintain positive relationships with customers, you are instrumental to our success. The Customer Relations (CR) Administration (Admin) Advisor performs a variety of support for Apple Customers. In this role you have responsibility for the recovery and retention of customers who have lost confidence in Apple. You will handle complex, occasionally sensitive customer service and support issues. You should be accustomed to working independently and you will hold responsibilities for communicating official positioning on Company resolutions. As a Customer Relations admin advisor you will identify emerging product or customer issues and develop creative and realistic solutions. You will create an internal network of collaboration and you are empowered to use judgment when considering Company and customer needs. You are responsible for providing feedback for improving operational strategies and suggesting applicable solutions. You’ll be curious about business procedures and not afraid to question the current processes. A customer focused approach, independence, out-of-the-box thinking, and a person with a passion to resolve customer issues in an efficient and effective manner, are key factors that will ensure your success in this position. Key Qualifications Description As a CR Admin advisor you are the highest level of customer escalation. You will be responsible retaining and recovering customers and restoring their faith in Apple. You will have the responsibility of providing and settling on final resolutions which are in line with Apple policies keeping in mind the best interests of Apple and our customers.

1 hour ago

Technical Translator

AppleCork

Summary Are you looking for a great opportunity to work on a dynamic team passionate about delivering world-class localised software on some of the world’s most creative consumer electronic products? Do you love the challenge of solving complex problems that can have a direct impact on the success of the company? Join the team responsible for the localisation of Apple software and Siri. We are looking for experienced technical translators to localise software and related content into Romanian. Our localisation team is looking for highly motivated individuals with the right mix of technical, creative, organisational and communication skills to provide technical translations and adaptations for our software. Proficiency and translation experience in Romanian language are essential. The environment is fast paced, requiring the ability to manage workload with aggressive delivery schedules. In addition to project work, other responsibilities include contributing to improving the tools to make software localisation workflows more efficient; helping to investigate the root causes of international issues that are found in localised software; evangelising best practices for localisation friendly content; defining and driving improvements in our localised content. Strong communication and collaboration skills, attention to detail, and proven ability to manage priorities are essential. This position is highly suited to technical translators with previous localisation experience. It provides an opportunity to work within an exciting, supportive team, interact with other localisation teams at Apple, as well as engineering and QA teams, and gain valuable insights into the development process at Apple. Key Qualifications Description Experience in managing language specific style guides. Experience in managing language glossaries. Experience with localisation and internationalisation. Experience localising Apple product content. Excellent knowledge of structural aspects of the language (syntax, semantics, phonology, phonetics). Experience in natural language translation and computational linguistics. Experience with a programming language. Localisation project management experience. QA experience.

1 hour ago

Technical Support Advisor - German

AppleCork

Summary We expect everything from an Advisor that our customers do and we want Apple to be a reflection of the world around us. As a Customer Support Advisor, you’ll be supporting many of our popular products, from iPhones to iPads to MacBooks to desktop Macs. As our customers first point of contact, you’ll be the friendly voice of Apple, providing world-class customer service, troubleshooting and technical support. We’ll rely on you to listen to our customers and use your technical knowledge, creativity and passion to meet their needs - and remind them that behind our great products are amazing people. We believe our individual backgrounds, perspectives and passions help us create the ideas that move all of us forward. We’ll train you to be the best. This is a full-time, permanent position located onsite at our campus in Cork, Ireland. Key Qualifications Description Every single day, people do amazing things at Apple. Here’s your opportunity to do significant work by providing excellent customer support. At Apple, new ideas have a way of becoming extraordinary products, services and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. Are you a problem solver who can build rapport easily with customers? Do you exceed their expectations with your knowledge and passion for technology? If you are enamored by the way things operate and are able to determine how technology works when things go wrong, you could be Apple's next Customer Support Advisor. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You can multitask across systems and applications while analyzing, isolating and resolving a variety of complex technical issues. You effortlessly engage, explaining solutions step by step with patience and tailor your approach to meet the needs of each individual customer. You’re not only here to help fix technical issues, but also provide an incredible customer experience. Do you have what it takes? This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off and product discounts. Relocation packages available.

1 hour agoFull-timePermanent

EMEIA Logistics Coordinator

AppleCork

Summary Apple is a place where extraordinary people gather to do their best work. Together we build products and experiences people once couldn’t have envisioned - and now can’t imagine living without. Are you excited by the idea of making a real impact? Are you prepared to dream big? Then a career with Apple might be your ideal job. We are strengthening our team and are seeking a dynamic Logistics Coordinator to be an integral part of the EMEIA Inbound Logistics Team. In this exciting role, you will work within Transportation in the Logistics Department, supporting the management of international carriers to EMEIA. If you have strong technical and operational knowledge of transportation operations, then we'd love to hear from you! Key Qualifications Description Solid understanding of logistics, supply chain management and LSP management Strong organisational skills from both administrative and hands-on standpoints. Strong analytical skills. Advanced excel skills essential, with the ability to handle considerable amounts of data and use it to draw significant conclusions and recommendations vital Problem solving techniques essential. Ability to work well under pressure and multitask. Good communicator at all levels, both verbal and written, internal and external. Works well within a team and understands team dynamics. Capable of working individually or as part of a multifunctional team including peers and/or senior managers Self starter that can work on their own initiative. Ability to influence others. Flexibility - must be able to work as required to fulfil business needs Good knowledge of air/sea/road transportation and logistics concepts.

1 hour ago

AppleCare Quality Program Manager

AppleCork

Summary The AppleCare Quality Program Manager (QPM) is responsible for quality policies, procedures, processes, programs, and practices in helping AppleCare improve Customer Satisfaction and Quality performance as measured by customer satisfaction results combined with transaction monitoring accuracy and calibration programs. QPMs are responsible for performing root cause analysis and working with contact center and vendor management to create programs to address issues and show measurable results. The QPM will follow a structured process for identifying issues and help the contact centers and vendor sites to create action plans that will ensure solutions can be measured and evaluated for effectiveness. The focus will be on process and procedural issues that prevent AppleCare from hitting high performance quality targets at the program level, but solutions will also be directed at site and team performance as necessary to maintain consistency and to help achieve performance goals. At Apple, we believe in hard work, a fun environment and the kind of creativity and innovation that only comes when hardworking people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, engage and inspire. By focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you! Key Qualifications Description The responsibilities of the QPM position include, but are not limited to: - Ensure compliance to goals and behaviors through daily performance management and weekly/monthly root cause analysis of appropriate logging behaviors, transaction monitoring accuracy, CSAT/DSAT and calibration - Facilitate regular quality review meetings to guide and understand compliance and success to targets to ensure a consistent Apple Customer experience - Facilitate regular joint contact monitoring sessions to promote intra-site calibration on the best methodologies for call handling and troubleshooting - Conduct regular customer observation activities including coaching observations, round tables to ensure quality standards are adhered to - Create and analyze quality reports required to keep management, sites and customers informed of quality progress - Conduct regular one to one meetings with Primary and Secondary Customers and management as required - Regular call monitoring to stay current with the Advisor/Customer interaction - Conduct auditing of contact center and vendor call evaluations to ensure consistency to Apple's standards - Help contact centers and vendors develop action plans to reduce variation in Advisor performance with regard to core metrics that impact CSAT and Quality - Ensure key metrics are collected, have integrity, are understood and acted upon appropriately within the contact center - Coordination with training team to develop supplemental training and/or modification of new Advisor training as necessary - Coordination with Support Programs team to ensure efficient roll out of new initiatives and to drive ongoing improvement of agent tools, resources, processes, and procedures

1 hour ago

Sps Technical Support Advisor - Italian

AppleCork

Summary Imagine what you could do here. At Apple, new ideas have a way of becoming innovative products, services and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. We are looking for a Technical Support Advisor to join our Specialist Program Support (SPS) team. The SPS team responds to and handles technical requests from both high profiled business and education customers around the globe as well as Apple’s growing presence of pro-user customers. The primary functions include providing both phone and email support to Apple’s customers to assist with complex problem research, isolation, documentation, reporting and resolution. Do you have what it takes to be part of our innovative team? This is work-from-home position. For work-from-home eligibility criteria, please see 'additional requirements'. Key Qualifications

1 hour ago

Product Verification Advisor - Danish Speaking

AppleCork

Summary Apple is a place where extraordinary people gather to do their best work. Together we build products and experiences people once couldn’t have imagined — and now can’t imagine living without. Are you excited by the idea of making a real impact? If so, a career with Apple might be your dream job... Just be prepared to dream big. Apple has been operating in Cork since 1980. We have grown to over 5000 employees, serving our customers through a wide range of critical business functions, which are key to Apple’s continued success. Teamwork is important at Apple, and every single day you will connect with and be supported by your peers and colleagues at one of the most diverse and inclusive companies in the world. As an individual, you will have responsibility for contributing to our continued success and be a key player within your job function. We support and promote career development throughout the organization, offering an exciting career with many opportunities to enable you perfect your existing skills - and acquire new ones. The role of the Apple Product Verification Advisor is to evaluate and prioritise customer support cases while providing high quality support to both Consumer and Business Customers. You will also be responsible for handling emails and calls on behalf of Business & Education Customers. You will be the voice of Apple, providing clarification regarding account information via phone in order to submit the correct documentation in an email escalation. Key Qualifications

1 hour ago

Supply Planning Manager

AppleCork

Summary At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish! The EMEIA Product Operations team is responsible for all areas of product operations within Europe, including Manufacturing, Engineering, Test, Quality, In-Region OEM management, R&D, Procurement and Planning. We are looking for an experience Planning Manager to join the team. You will be responsible for leading the experienced planning team in Cork, ensuring that all critical metrics are met while focusing on innovation, process development and report automation to enable the team to scale for growth. Are you prepared to dream big? Then a career with Apple might be your dream job! Key Qualifications

1 hour ago

Supply Chain Commercial Analyst

AppleCork

Summary Every single day, people do amazing things at Apple. What will you do? At Apple, new ideas have a way of becoming extraordinary products, services and customer experiences very quickly. Bring passion and dedication to the job and there’s no telling what you'll accomplish! Collaboration is important at Apple, and every day we'll connect you with your peers and colleagues at one of the most diverse and inclusive companies in the world. As an individual, you will have responsibility for helping to drive our continued success, and be a key player within the Reseller Operations team. In this deeply analytical role, we work closely with our internal teams to drive Reseller Channel partner sell thru, using expert data analytics and relationship management. Key Qualifications Description Use expert analytical skills to report on customer performance and in turn, help us to deliver an even better customer experience Drive a management system to ensure continued improvement in service levels from forecast, demand planning and delivery execution perspectives. Work with key partners to improve external forecasting & demand structure, engaging directly with customers where this makes sense. Develop early alert mechanisms through analytical insights in our Ops data set and define assignable actions to increase sell thru Utilise the appropriate statistical analytics techniques to find opportunities to optimise supply chain processes

1 hour agoPermanent
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