Senior Customer Service Specialist, Retail Customer Care
Apple
Senior Customer Service Specialist, Retail Customer Care
Shanghai, China
Support and Service
At Apple, we are committed to delivering the best in class experience in all aspects of our business. Bring passion and dedication to your job and there's no telling what you could accomplish. The senior customer service team represents Apple as the company's highest escalation point with the ultimate goal of restoring and strengthening the customer's loyalty and faith in Apple as a whole! We work on customer service recovery including the most serious, sensitive and visible customer satisfaction issues.
Description
As a senior customer service specialist, you will manage extraordinary situations to champion swift resolution for each customer. You will be empowered to review and make exceptions to existing policies. You will provide key support for the Retail Contact Centre's customer-facing specialists.
Minimum Qualifications
- A passion to provide exceptional customer service
- Resourcefulness and flexibility
- Unparalleled attention to details
- Strong interpersonal communication and active listening skills
- Excellent negotiation and problem-solving skills
- Able to make sound judgments, while understanding and balancing the needs of the customer as well as the needs of the company
- Fast learner with ability to thrive in a fast-moving and varied environment
- Cool under pressure with the ability to work quickly and efficiently under deadline pressure
- Outstanding ownership and follow-through skills
Preferred Qualifications
- Normally requires 2-3 years experience in similar Tier 2 customer support environment with a strong working knowledge of business processes, policies, and procedures.
- Demonstrated solid performance record
- Customer focus
- Fluent written and verbal language skills in Chinese and English; proficiency in Cantonese is a plus
- Bachelors degree or equivalent experience