AppleCare iTunes Support Advisor (Mandarin support)
Singapore, Singapore, Singapore
Support and Service
Imagine what you could do here. At Apple, great ideas have a way of becoming great products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.
- Be a confident and enthusiastic communicator
- Excellent reading comprehension and written communication skills
- Have strong organisational and administrative skills
- Be a self-starter who is motivated and innovative
- Have a high stress tolerance
- Fluency in English to support customers from respective countries within APAC Region
As iTunes Support Advisor, you will provide Customer Service to iTunes Store Customers via phone and email on issues such as Account & Billing, Purchase Downloads, Authorisation, iTunes Gift Cards and many other categories. You will be required to follow standard guidelines and procedures to support you in responding to our customers. Your customer responses will mainly be in the form of Canned/Template answers but will also require some personalization. There will also be an emphasis on handling the most frequently asked questions as quickly and effectively as possible, recognizing more complex problems and escalating accordingly. Responsibilities: To provide basic to moderately complex support to Apple customers on all iTunes related topics as mentioned above - Account & billing issues, Purchase Downloads, Authorisation, iTunes Gift Cards and others To provide and maintain strong, professional relationships with all Apple's customers and show empathy for the customers at all times. You will demonstrate a high level of customer service when helping a customer and if necessary, to escalate complex issues to a more experienced Advisor. To make themselves available to handle phone and emails for a minimum of 80% of their on-line time. To provide feedback to the team manager on emerging issues or system issues.
Education & Experience
Experience is not essential but the following would be a distinct advantage: * Previous call centre experience * An appreciation of the IT environment, preferably with Apple products * A high level of computer literacy * Experience of working in a pressurised environment which is target drive
- Ability to speak, read and type Mandarin (simplified Chinese) as you are required to support Mandarin speaking customers from the region.