Channel Manager
Ho Chi Minh City, Ho Chi Minh City, Vietnam
Support and Service
The people here at Apple don’t just build products — they build the kind of wonder that’s revolutionized entire industries! It’s the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it!
As part of the Worldwide Apple Support Organisation, this position supports Apple Authorised Service Providers program throughout APAC.
The candidate will be responsible for the day-to-day account management of Apple Authorised Service Providers to ensure the perfect execution of post-sales service and support for Apple customers.
Key Qualifications
- Prior experience in a customer support role and ability to drive what matters when it comes to customer experience.
- Passion for the customer experience and ideas for improving processes to enhance that experience.
- Understanding of quality standards and the ability to identify deficiencies and propose solutions to address.
- Demonstrated innovation and critical thinking through process improvements, overcoming obstacles, and new idea generation.
- Ability to build strong and authentic relationships across levels of the business is key to success in this role. You should be proactive about seeking support to grow your expertise and experience.
- Demonstrate integrity in all facets of decision-making.
- Ability to work independently and be self-directed.
- Flexible to program changes.
- Willingness to travel domestically and/or internationally.
- Passion for Apple products.
Description
- Support Authorised Service Channel to offer a consistently high level of customer experience.
- Uphold Compliance of procedures and contractual terms with the service provider channel and partner with them to achieve the service metric goals.
- Develop and maintain strategic service plans to ensure the service goals for customer satisfaction, procedural compliance are met whilst supporting sales objectives.
- Work closely with various functions & teams to deliver the best possible Customer experience for Apple customers, IRP accounts and rotations.
- Manage the Service Providers and Service programs to identify any service improvement opportunities and implement any new and enhanced programs.
- Manage Channel strategy execution with the partners, conduct regular reviews of service metrics, and agree on goals and actions.
- Manage Service Provider site assessments, addressing any areas of opportunity and actions items within the Apple Support framework.
Education & Experience
- BA/BS degree in Business or related field
Additional Requirements
- 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.
- Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.