Retail Executive Relations Representative - Hindi Speaking

Cork, County Cork, Ireland
Support and Service

Summary

Posted:
Weekly Hours: 39
Role Number:200169896
Do you have a passion for delivering an excellent customer experience? At Apple, we believe that hard work, a lively environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and encourage – and that by focusing on even the smallest of details, we can make significant impact on our customer’s experience. Responsible for damage control and customer service recovery, the Retail Executive Relations (ER) Representative Team responds to customer critical issues from Apple’s Executive Team, Public Relations, Apple Legal, and Investor Relations. The team handles a wide range of complex problems, including the company’s most serious, critical and visible customer happiness issues. Additionally, the Retail ER Team is responsible for daily Customer Happiness Survey analysis, coordinating outreach to distressed customers as warranted. We communicate official positioning on company issues, develop creative solutions to complex customer problems, and identify and advance on opportunities for operational improvements. We are looking for talent with a penchant for innovation and passion for customer care. Join us and learn from the best while transforming your career.

Key Qualifications

  • Full fluency in Hindi and English is required
  • You have a passion for customer service and use functional expertise to build an excellent customer experience
  • You are resourceful and flexible with your work
  • You are adept at dealing with ambiguity and use advanced judgment, negotiation and creative problem solving skills to resolve customer issues
  • You are experienced with positioning sensitive and/or confidential issues
  • You demonstrate an unparalleled attention to detail
  • You are able to work with limited supervision
  • Outstanding follow through and organisational ability

Description

The Retail Executive Relations Team are the essential link between customers and Apple’s Executive Team. The position requires the ability to communicate and interact cross-functionally with multiple levels of management. - Experience leveraging functional expertise to build an excellent customer experience - A consistent record of successfully leading multiple concurrent projects of medium (4-8 months) and large (8-12 months) scope - Thinks of the Customer Experience first, then aligns technology as an enabler - Makes a habit of using data and analysis to make decisions and influence others - Demonstrated success in business process improvement/reengineering - Inspires change laterally across organizations using influence skills - Exceptional communication and facilitation skills - Demonstrated ability to negotiate agreements with multiple dependent partners - Thrives in ambiguous work environment - Strong teammate with a high degree of flexibility

Education & Experience

Additional Requirements

  • - Normally requires 2-3 years experience in an Escalations or similar Tier 2 customer support environment with a strong working knowledge of business processes, policies, and procedures
  • - Demonstrated solid performance record
  • - Customer focused