Date: 28 Jul 2024
Location:
Riyadh, SA
Company
Req ID: 605
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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