Customer Service Representative

Job Title

Customer Service Representative

Job Scope

The Customer Service Representative is accountable for providing customers with an outstanding service through the timely processing of requests/repairs, management of administrative tasks and accurate updates on job status.

Main Duties and Responsibilities

• Welcome customers and provide world-class service and hands-on technical support on Apple products and devices
• Understand and capture all required information from customers and create respective forms with accurate data
• Accept units for service from walk-in customers including retailers and update the database accordingly
• Deliver service units back to customers
• Handle large volume or multiple small volume retailer accounts
• Diagnose and troubleshoot Apple products on the spot and refer to a Certified Technician if needed
• Handle payment transactions and related reports accordingly
• Process walk in jobs on site or return to Apple in coordination with the Certified Technician
• Take incoming calls from customers and DHL among others and answer queries in a fast and professional way
• Update and close customer tickets for every call answered and record data details and actions performed accordingly
• Train new customers and help them acquire the basic skills needed on Apple products
• Manage the administrative paperwork and update customers on the status of their repairs in coordination with the Certified Technicians
• Support the launch of new applications, services and tools
• Submit periodic reports to management
• Maintain a cleaned and organized workstation and center
• Stay updated on all Apple’s articles for troubleshooting, operational procedures and service news.

Position Requirements

Education

Bachelor’s degree in Business Administration or any other related field.

Experience

At least 2 years of relevant experience.

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