AMR Retail Executive Relations Representative, Mandarin Language Support

AMR Retail Executive Relations Representative, Mandarin Language Support

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.

Description

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.

Responsibilities

Manage an active case load and connecting via phone with distressed customers. Communicate official positioning on company issues, develop creative solutions to complex customer problems. Identify and call out opportunities for improvements to business partners and senior leadership. 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.

Minimum Qualifications

3+ years customer-facing experience in a contact center or technology retail store environment. 1 year+ in a role which provided administrative support to frontline specialists in escalated customer situations, including sending business updates to leaders with excellence. Ability to read, write, and speak Mandarin fluently. Consistently meets or exceeds customer satisfaction goals. Experience de-escalating sensitive customer issues by phone or in person.

Preferred Qualifications

Experience with positioning sensitive and confidential outcomes. Genius Bar experience in Apple Retail or experience troubleshooting devices with customers. BA/BS or equivalent relevant experience.

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.