Retail Executive Relations Representative

Summary

Imagine what you could do here! The people here at Apple don’t just create products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work. Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things. At Apple, 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 a significant impact on the customer experience. 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 will often liaise with business partners to identify and resolve improvement opportunities. Representatives exercise judgment and discretion to decide the appropriate course of action when needed.

Minimum Qualifications

Excellent verbal and written communication skills (English and Mandarin) 3+ years customer-facing experience in a customer service role or technology retail store environment Consistently meets or exceeds customer satisfaction goals Experience de-escalating sensitive customer issues by phone or in person

Preferred Qualifications

Experience with positioning confidential outcomes Genius Bar experience in Apple Retail or experience troubleshooting devices with customers Experienced in addressing customer issues from the Government Authorities Fluency in Cantonese

Description

On this team you will be responsible for managing an active case load and connecting via phone with distressed customers. Representatives communicate official positioning on company issues, develop creative solutions to complex customer problems, and identify and call out opportunities for improvements to business partners and senior leadership. In addition, you will contribute to an inclusive environment through respecting each others’ differences and having the curiosity to learn as well as demonstrate Apple’s values of inclusion and diversity in daily activities.