At-Home Service Specialist - Retail Contact Centre

Sydney, New South Wales, Australia
Support and Service


Weekly Hours: 38
Role Number:200170279
Home Office: Yes
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it!! Retail contact center Service Specialists provide the best experience for Apple customers over the phone. Our attention to detail surprises and delights customers and enriches their lives. You are the one who will lay the foundation for that excitement!

Key Qualifications

  • 1-2 years experience in sales or customer service
  • Ability to solve problems, recommend solutions and drive results with customer focus
  • Technical aptitude (computer-literate, able to quickly learn new applications)
  • Ability to work in cross-functional teams
  • Commit to results, demonstrates high degree of drive and determination
  • Ability to work and make decisions with minimal supervision
  • Ability to listen and empathize with customer problems
  • Ability to maintain a positive attitude in a rapidly changing work environment


In this role you will learn about all Apple products, and become an expert on all related accessories and services, while working to achieve goals and targets. Understanding Apple’s digital lifestyle strategy and how our various products fit into it is key to provide consultative solutions to customers based on their needs through the Apple Online Store Customer Engagement model. You will engage with post sales customers and perform simple to moderately difficult tasks requiring judgement in resolving issues or providing solutions. You'll leverage multiple sources of information to stay current on product features and technology changes and understand how to appropriately set customers’ expectation on recommended solution. You will assist retail store contacts and accurately log customer interactions based on intent, process and resolution into the system. You will identify customer focussed solutions and utilize your judgement and discretion on when to consult or escalate to senior specialists.

Education & Experience

BA/BS preferred or equivalent experience

Additional Requirements

  • Stable internet connection environment. (Download: 20 Mbps, Upload 800 Kbps)
  • Private ergonomic workspace that is quiet and chair that conforms to, or can be brought up to conform with, WH&S requirements
  • Scheduling and work flexibility based on business needs, which could include evenings, weekends and public holidays