Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks.
The role of Customer Relations (CR) Callback & Correspondence Advisor performs support for Apple Customers. In this role you will be at the helm of customer recovery and retention via inbound and outbound phone calls. Administration tasks assigned and phone calls will focus on complex, occasionally sensitive, customer service and support issues. In this department, you will need to be able demonstrate your flexibility especially when it comes to time expectations and you will also be in charge of communicating official positioning on Company issues. As an Advisor within the Customer Relations department you will develop creative solutions to complex customer problems. Identifies and raises emerging product or customer dissatisfaction issues. Identifies opportunities for operational improvements and suggests improvement strategies. Empowered to use discernment when balancing Company and customer needs. You’ll raise up questions about business procedures and complete a
variety of tasks, subject to business needs.
A customer focused approach, independence, out-of-the-box thinking, and a person with a passion to tackle customer issues in an efficient and effective manner, are key factors that will ensure your success in this position.
Do you have what it takes?
•THE IDEAL CANDIDATE WILL:
•Be fluent in English and French. (Another European language would be an advantage).
•Be self-driven and self-motivated.
•Demonstrate excellent interpersonal skills.
•Have experience in resolving complex customer service issues.
•Be dedicated to improving customer satisfaction and retention of Apple customers.
•YOU WILL DEMONSTRATE:
•Exceptional writing, editing, formatting, collaboration, and social skills.
•-Analytical skills and amazing focus on detail.
•Extraordinary organizational skills.
•Ability to work under tight time constraints in order to meet deadlines and targets.
•Flexibility with work assignments and hours.
•Prior customer services experience and/or data analysis and reporting.
•Can relate to and communicate with all types of situations and customers (internal and external).
• Appropriate delivering presentations to Advisors, colleagues and managers as appropriate.
• Ambitious and motivated to develop the role and add customer value to the business.
• Maintains a positive attitude through periods of change and is professional in all work situations
Be responsible for providing support options, total resolution, and appeasement solutions to Apple customers and AppleCare Representatives. Issue and task management approached on a case by case basis, using advanced judgment, negotiation and problem solving skills. Act as a mentor to new members of staff. Be dedicated and accurate in providing feedback on procedures and support tools.
Apple is an equal opportunity employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.
If you feel that you have the skills, acumen, creative thinking, and the commitment it takes to join the Customer Relations team, apply for this position and Include your résumé!! You’ll be notified by email if you are selected to move to the next phase of this selection process. Good luck!
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