Customer Service Representative

Midis Group

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 courier company 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.