Aftersales Support Representative, Retail Customer Care
Love to solve problems and delight customers? The world’s best products come with the world’s best customer support. Trustworthy troubleshooting and quick resolution are just part of the equation — we want our customers to be happy with every interaction they have with us. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in.
Whether you’re helping them get started or finding answers to their questions about their recent order, you’re ready to share knowledge and provide exceptional assistance. You gain satisfaction from bringing resolution and insight to each customer, elevating his or her relationship with Apple.
As a Customer Support Representative, you’re the one who helps customers after they purchase our products. Your day is filled with a range of focused support for customers who contact you via inbound calls and/or emails. When a customer needs assistance, you quickly assess their situation and give advice or a solution on the spot, using your knowledge of current Apple processes. At other times, you engage with support team members who can further assist. By helping Apple maintain strong relationships with customers, you are instrumental to our success.
- Searching Apple's internal systems for specific order details, e.g, delivery information, payment details, address-verification etc.
- Navigating Apple and Apple carriers' websites for logistics information.
- Communicating with other Apple departments such as Logistics and Finance via Apple's internal tools to further investigate a customer issue.
- Detailed logging of all customer calls, written in English, in the relevant Apple database.
- Need to gain in-depth knowledge of AppleStore processes and policies, including knowing when to make exceptions to ensure customer satisfaction.
- Advise customers on the features and benefits of our new and existing Apple products.
- All Customer Support Representative are expected to deal professionally and competently with all customers, representing Apple in a positive manner at all times, to ensure a world class customers service for AppleStore customers at all times.
- The Retail Contact Centre operates 365 days a year, with normal operational hours from 9:00 a.m. to 9:00 p.m., Monday to Sunday. Your regular working hours will be 40 hours over five days a week, with a schedule that may vary based on business needs.
- This is a full-time, onsite role where you'll be working from the office during your scheduled shifts.
- Fluency in English and Hindi is required.
- High standard of written & oral communications.
- 1-2 years customer service/sales, consumer retail, or contact centre experience.
- Makes space to listen, learn, and amplify diverse perspectives and experiences.
- Actively seeks out opportunities to champion and celebrate inclusion and diversity.
- Flexibility to regularly rotate through different technical specialities and skill sets.
- Ability to thrive on change as products evolve.
- Ability to maintain composure and customer focus while troubleshooting and solving issues.
- Strong customer focus and can make decisions quickly.
- Ability to deliver great customer experiences in any environment and to be invigorated by constant personal interaction.
- Strong communication skills that let you converse as freely and comfortably with small groups as with individual customers.