AppleCare Senior Specialist - Singapore Site

Singapore, Singapore, Singapore
Support and Service

Summary

Posted: 22 Aug 2018
Weekly Hours: 40
Role Number: 114198169
You're a problem solver and easily connect with customers! You exceed their expectations with your guidance, knowledge, and real passion for technology. You’re enamored by the way things operate, and have the ability to figure out how technology works when things go wrong. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. You can multitask across systems and applications, analyze, isolate and resolve a variety of complex issues, and comfortably navigate a technical environment. You effortlessly engage, explaining step by step solutions with patience and an approach tailored to each individual customer. You’re not only here to help fix technical issues, but also provide an incredible customer experience. AppleCare Senior Specialists are responsible for providing daily leadership and promoting the development of the AppleCare customer support repair team. You are a customer-focused person who is self-motivated, friendly and has a passion to develop people and solve customer issues in an efficient and effective manner. If this sounds like you, you could be the next AppleCare Senior Specialist. We’re committed to helping employees explore their potential. This position is located on-site at the Apple campus in Singapore.

Key Qualifications

  • - Minimum 2 years experience in customer service or technical support
  • - Knowledge of contact center management tools, processes, procedures, and performance metrics, with ability to innovate and improve as needed
  • - Passion for customer service and ownership of the customer experience including comprehensive issue resolution
  • - Aptitude for acquiring advanced technical skills and an eagerness to learn and take on new challenges
  • - Able to effectively tailor communication and style to differing audiences
  • - Able to self manage and work independently in a fast-paced, constantly changing environment
  • - Thrives on a team where expertise is shared and feedback is welcomed
  • - Effective time management including ability to multi-task, organize and prioritize
  • - Solution oriented leader with advanced judgment, negotiation and problem solving skills that establishes relationships and seeks to understand what motivates individuals
  • - Experience developing employees to achieve excellent customer service results with coaching plans that incorporate observations, key performance trends and technical concepts
  • - Experience using technology to create team cohesiveness and establish rapport
  • - Exercises judgment within defined procedures and practices to decide on appropriate action
  • - Leads a standard for high-quality work by consistently meeting and exceeding performance goals

Description

We expect everything from an Advisor that our customers do and we want Apple to be a reflection of the world around us. As an AppleCare Advisor, you’ll be supporting many of our popular products, from iPhones to iPads to MacBooks to desktop Macs. As our customers’ point of contact, you’ll be the friendly voice of Apple, providing world-class customer service, troubleshooting, and technical support. We’ll rely on you to listen to our customers and use your technical expertise, creativity, and passion to meet their needs — and remind them that behind our great products are amazing people. Because we believe our individual backgrounds, perspectives, and passions help us create the ideas that move all of us forward. We’ll train you to be the best. As an AppleCare Senior Specialist, you’ll be part of a team of specialists who depend on each other and share responsibility for the management of multiple email, chat, phone, and administrative deliverable queues. You’ll manage performance and develop Advisors through one-on-ones, check-ins, contact evaluations, and feedback. You’ll provide support options, total resolution, and solutions to Apple customers and your team. Your correspondence will focus on resolving complex customer service and repair issues. You’ll work under tight timelines, and be responsible for communicating official positioning on issues and developing creative solutions to complex customer problems. You’ll identify emerging product or customer dissatisfaction issues and opportunities for operational improvements and strategies. You are empowered to use judgment when balancing company and customer needs and interacting with customers prior to and/or after repair. You’ll develop and maintain positive customer relations while coordinating with various functions within the repair department to ensure customer requests are handled appropriately and in a timely manner. You’ll have authority to substantially affect the relationship between Apple and its customers, either from a financial standpoint or product standpoint. This position comes with competitive pay, great benefits, eligibility to participate in our company stock plan, time off, an employee discount, and dedicated resources to support your ongoing growth and career development.

Education & Experience

AA/AS degree or higher, or equivalent experience

Additional Requirements

  • ADDITIONAL REQUIREMENTS
  • - Available to attend approximately 5-6 weeks of required training on a fixed schedule that may include weekends
  • - Successful completion of a pre-employment assessment and background check
  • - Successful completion of initial training
  • - Able to meet minimum typing speed of 40 WPM while talking with customers
  • ADDITIONAL INFORMATION
  • Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.