Apple Support Executive Relations Liaison

Summary Posted: Mar 9, 2024 Weekly Hours: 40 Role Number: 200540668 Imagine what you could do here. 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. Apple Support Executive Relations (ER) is the essential link between Apple customers and Apple's executive team, Public Relations, Investor Relations, Apple Legal, and Sr. Director of Customer Care in solving complex, sensitive issues. The position can be based at our office in Shanghai and Chengdu. Key Qualifications Key Qualifications Cantonese, Mandarin and English fluency (read, write, and speak) required. 3-4 years experience in a customer service role or other customer support environment. Excellent verbal and written communication skills Advanced judgement, negotiation and problem solving skills Outstanding follow through and organizational ability Strong technical aptitude Resourcefulness and flexibility Superior interpersonal skills Independence and out of the box thinking. Passion for outstanding customer service Description Description The Corporate Executive Relations team is responsible for damage control, customer recovery and retention. Works with Apple's most demanding, influential and high profile customers. Works under aggressive time commitments. Develops creative solutions to complex customer problems. Responsible for communicating official positioning on company issues. Identifies opportunities for operational improvements and suggests improvement strategies. Empowered to use judgement when balancing the customer needs with that of the business. May provide reporting and be asked to support additional projects/tasks as needed. Being flexible to work in different Apple offices based on business requirement. Education & Experience Education & Experience - BS/BA or equivalent experience Additional Requirements Additional Requirements - Experienced on addressing customer issues from the Government Authorities is a plus - Cantonese fluency preferred