Senior Customer Service Support Specialist - Retail Customer Care

Yokohama, Kanagawa-ken, Japan
Support and Service


Weekly Hours: 37.5
Role Number:200540120
In the Senior Customer Service team, we are driven by our customers and employees. The team represents Apple as the company’s highest escalation point with the ultimate goal of restoring and strengthening the customer’s loyalty and faith in Apple as a whole. This team communicates official positioning on company issues, works closely with different departments to ensure a successful resolution of complex customer issues as well as identifies and suggests improvement strategies.


- As a Senior Customer Service representative, you will manage extraordinary situations to champion swift resolution for each customer - You will be empowered to review and make exceptions to existing policies - You will provide key support for the Retail Customer Care’s customer-facing specialists and will also be responsible for identifying operational improvements and suggesting improvement strategies

Minimum Qualifications

Key Qualifications

  • A passion to provide exceptional customer service
  • Resourcefulness and flexibility
  • Unparalleled attention to detail
  • Strong interpersonal communication and active listening skills
  • Advanced judgement, negotiation and problem-solving skills
  • Able to make sound judgments, while understanding and balancing the needs of the customer as well as the needs of the company
  • Proven ability to thrive in a fast-moving and varied environment
  • Cool under pressure with the ability to work quickly and efficiently under deadline pressure
  • Excellent written and verbal communication skills
  • Outstanding ownership and follow-through skills
  • Business level English is a plus.

Preferred Qualifications

Education & Experience

Bachelors degree or equivalent experience

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.