Retail Executive Relations Representative, Retail Customer Care

Summary Posted: Sep 19, 2023 Weekly Hours: 40 Role Number: 200502604 At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience! We believe each customer interaction is an opportunity to delight, engage and inspire – and that by focusing on even the smallest of details, we can make significant impact on our customer’s experience. Are you passionate about finding creative solutions for complex customer situations? We are looking for talent with a penchant for innovation and passion for supporting customers. Come join us and learn from the best while transforming your career! Key Qualifications Key Qualifications 3-5 years experience in a Contact Center escalations or elevated customer support environment Consistently meeting/exceeding customer satisfaction goals Excellent communication skills; able to effectively tailor communication and style to differing audiences Able to build authentic business relationships with multiple dependent partners Ability to work quickly and effectively under deadline pressure Excellent time management and organizational skills Resourceful and flexible with your work Adept at dealing with ambiguity and use advanced judgment, negotiation and creative problem solving skills to resolve customer issues Experienced with positioning sensitive and confidential situations Demonstrate an unparalleled attention to detail Able to work with limited supervision Legal or law-related background is a plus Excellent written and verbal communication skills in both Chinese & English Fluent written and verbal language skills in Cantonese is a plus Description Description The Retail Executive Relations Team is responsible for customer service recovery. The team responds to critical customer issues from Apple’s Executive Team, Public Relations, Apple Legal, Investor Relations, and other stakeholders. Representatives handle a wide range of complex problems, including the company’s most serious, sensitive and visible customer satisfaction issues. Representatives exercise judgment and discretion to decide the appropriate course of action when needed. On this team you would be responsible for managing an active case load, daily Customer Satisfaction Survey analysis and coordinating outreach to distressed customers as warranted. Representatives communicate official positioning on company issues, develop creative solutions to complex customer problems, and identify and call out on opportunities for operational improvements. Education & Experience Education & Experience BA/BS preferred, or equivalent relevant experience Additional Requirements Additional Requirements We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.