Summary Posted: Oct 2, 2023 Role Number: 200505351 At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! Corporate Executive Relations is the 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 Corporate Executive team handles damage control, customer recovery and retention. We are looking for a dynamic and motivated candidate, as the role has a wide range of responsibilities focused on handling volume, identifying trends, and triaging escalations to the appropriate channels. This role requires a critical thinker, ambitious self-starter, excellent communication and collaboration skills. The position requires close partnership within the team, as well as, other internal departments. They will also identify process/system improvement opportunities. The candidate requires excellent time management skills as the work often requires aggressive time commitments. The role requires developing creative solutions to complex issues. They will also have the ability to see the big picture as the gatekeeper while keeping eyes on every detail. Key Qualifications Key Qualifications Minimum 5 years experience providing excellent customer service Demonstrates a passion for excellent customer focus and protection Communicates effectively in both verbal and written formats, with customers or partners, clearly and concisely Resourcefulness and flexibility and meets deadlines for a variety of responsibilities Able to self manage and work independently in a dynamic, constantly changing environment Prioritizes workload, handling multiple and often competing tasks Identify and implement process improvement opportunities Ability to think strategically and execute tactically, and persistent attention to detail Ability to operate in a fast-paced environment quickly and effectively shifts gears to meet changing business requirements, and ability to rapidly understand complex business process Recognize trends and provide feedback to management to improve processes Ability to maintain poise and a positive attitude in a challenging, fast-paced rapidly changing environment Adept at navigating ambiguous and complex situations Advanced judgment, critical thinking, problem solving and decision-making skills Handles large quantities of work making thoughtful, timely decisions Cut through ambiguity to achieve objectives and deliverables Provide critical information that the team needs to aid in completing their tasks and make accurate decisions Makes space to listen, learn, and amplify diverse perspectives and experience Actively seeks out opportunities to champion and celebrate inclusion and diversity Description Description We are skilled at dealing with ambiguity, having the ability to make sound judgments and utilize problem solving skills in a timely manner. We stay self-motivated and customer focused in a highly dynamic role while working independently. We demonstrate a high level of customer focus while investigating the customer journey. You will effortlessly build strong working relationships with your immediate team, region, and other functional partners. You provide insightful information and advice to your peers at the beginning of their case handling process. While the majority of daily tasks involved in this position are handled individually, partnership is highly critical in learning the role, staying current with procedures/trends, and in building and maintaining a successful team culture. Your ability to use data and analysis to make decisions and influence others will be beneficial. You also earn the trust of your peers and internal partners alike by offering mentorship, knowledge, and even tips and training. You will collaborate with the Operations team for any process or tool development/enhancement requests. Additional tasks may be required beyond primary responsibilities for continued development and based on the needs of the business. Education & Experience Education & Experience Additional Requirements Additional Requirements Customer Support Specialist - Executive Level experience preferred Corporate Executive Relations experience required
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