Retail Executive Escalations Representative, Retail Customer Care (English and Thai)
Singapore, Singapore, Singapore
Support and Service
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
- 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
- Have excellent written and verbal communication skills
- Proficient in English and Thai (both written and spoken)
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.
Fluency in English and Thai is required in order to support Thai market.
Education & Experience
BA/BS preferred, or equivalent relevant experience
Additional Requirements
- Scope may expand to include but not limited to the descriptions below;
- Delegator
- ・Maintain a high level of proficiency for Escalation case load
- ・Manage the triaging of all escalations to the appropriate queues or internal partners
- ・Maintain partner channels for escalations to ER. Help partnering groups manage misrouted volume by establishing processes
- ・Monitor Self Serve queues for priority case ownership, coordinate with Representatives and Managers, bring visibility of trending issues to leaderships attention
- ・Communicate with global leadership on after hours hot issues. Coordinate the handling of cases cross regionally
- Editor
- ・Partner with peers to edit their Executive Feedback Summaries
- ・Provide guidance in the form of constructive feedback on summary content, including root cause, action taken and improvement opportunities as well as standardizing structure and grammar.
- Internal Training
- ・Organize training classes for new and rotational Representative onboarding
- ・Design, curate, and develop training material content
- ・Update and maintain existing training modules
- ・Design, curate, and develop continued learning material content
- ・Design, curate, and develop roundtable material content focussed on quality initiatives, or guidance on newly designed processes and changes to existing programs
- Reporting
- ・Facilitate standard cadence and ad hoc reporting and analysis requests from business partners
- ・Provide Leadership with volume trending insights
- ・Owns projects related to reporting development
- ・Curates data slides
- ・Delivers presentations from reporting and analysis
- Internal Quality
- ・Communicates with leadership on data trends, upcoming projects, process changes, and potential risks to allow management to make well-informed decisions for the organization.
- ・When procedural or process gaps are identified, partner with the appropriate tracks to address gaps, publish new updates, and communicate changes as appropriate
- ・Attend staff meetings to provide guidance, or present roundtables for continued learning
- ・Provide quality Insights to leadership. Work with leadership to point out trending quality opportunities. Discuss strategies to drive quality performance
- ・Executive Summary Review and Editing
- 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.
- 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.