Tmall Chat Sales Expert, Retail Customer Care
At Apple, we believe in hard work, fun environment and the kind of creativity and innovation that only comes about when hardworking people from diverse backgrounds approach problems from varying perspectives. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. We believe each customer interaction is an opportunity to delight, engage and encourage. By focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you!
The Worldwide Apple Online Store Sales team is looking for motivated and tech savvy individuals who want to offer Apple customers an unparalleled customer sales experience over our Tmall chat.
- You will learn about Apple Products and become a specialist on product features and related accessories
- You are required to provide consultative sales solutions to customers based on their needs, following the Apple Online Store Customer Engagement model
- You need to understand how to use multiple sources of information to stay current on product, policies and technology changes
- You will set the customers' expectations after they have placed their order, e.g."what happens next," to ensure a favorable end-to-end purchasing experience
- Enter new sales orders into the appropriate system(s) where appropriate
- Seek to establish rapport with customers so that they will actively seek the agent to process their next Apple Store requirement
- Achieve sales goals set out by the business while providing an excellent customer experience
- Makes space to listen, learn, and amplify diverse perspectives and experiences
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
- You are confident with asking for the sale and has strong passion to introduce solutions to customers
- Comfortable working in an ambiguous environment
- Have the flexibility of work shifts within Monday to Sunday, 8 hours per day, 40 hours per week
- Customer-focused, shrewd, alert individual
- Strong communication skills, both verbal and written
- Consultancy and solutions-focused
- Can translate “tech speak” into everyday, understandable terms
- Ability to maintain a positive outlook in fast-paced work environment
- Adaptive and flexible to changing technologies, process and environments
- Possess a drive for results, demonstrates a degree of drive and determination
- Ability to work autonomously
- Team work ability
- Chinese typing speed should be above 90 WPM and can manage typing while talking
- Has passion on Apple products, be willing to learn and explore product details through self-learning
- Mandarin communication skills with verbal and written
- Previous record of hitting targets in a sales environment
- Complex problem solving abilities
- Previous exposure in a customer facing environment
- Function well in a dynamic, performance-based call centre environment where calls are monitored, recorded and assessed
- Has experience with both Mac and PC
- Proven track record of delivering excellent results in e-commerce environment is preferred
- English communication skills with verbal and written preferred