Retail Executive Relations Representative

Singapore, Singapore, Singapore
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200387269
Do you have a passion for delivering an excellent customer experience? At Apple, we believe that hard work, a lively environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and encourage – and that by focusing on even the smallest of details, we can make significant impact on our customer’s experience! Responsibilities: Responsible for damage control and customer service recovery, the Retail Executive Escalations Team responds to customer escalations from Apple’s Executive Team, Public Relations, Apple Legal, and Investor Relations. The team handles a wide range of complex problems, including the company’s most serious, sensitive and visible customer satisfaction issues. Additionally, the Retail Executive Escalations Team is responsible for daily Customer Satisfaction Survey analysis and coordinating outreach to distressed customers as warranted. This team communicates official positioning on company issues, develops creative solutions to complex customer problems, identifies and escalates opportunities for operational improvements.

Key Qualifications

  • Full fluency in English & Thai to support Thai speaking market
  • A passion for customer service
  • Resourcefulness and flexibility
  • Excellent written and verbal communication skills
  • Advanced judgment, negotiation and problem solving skills
  • Experience positioning sensitive and/or confidential issues
  • Unparalleled attention to detail
  • Ability to work with limited supervision
  • Ability to work quickly and efficiently under deadline pressure
  • Outstanding follow through and organisational ability

Description

The Retail Executive Relations Team are the essential link between customers and Apple’s Executive Team. The position requires the ability to communicate and interact cross-functionally with multiple levels of management. - Experience leveraging functional expertise to create a phenomenal customer experience - A proven track record of successfully leading multiple concurrent projects of medium (4-8 months) and large (8-12 months) scope - Thinks of the Customer Experience first, then aligns technology as an enabler - Makes a habit of using data and analysis to make decisions and influence others - Demonstrated success in business process improvement/reengineering - Drives change laterally across organizations using influence skills - Exceptional communication and facilitation skills - Demonstrated ability to negotiate agreements with multiple dependent stakeholders - Thrives in ambiguous work environment - Strong team player with a high degree of flexibility

Education & Experience

Normally requires 2-3 years experience in an Escalations or similar Tier 2 customer support environment with a strong working knowledge of business processes, policies, and procedures. 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.

Additional Requirements