Executive Relations Administration Support Lead

Shanghai, Shanghai, China
Support and Service

Summary

Posted: 2019 年 1 月 7 日
Weekly Hours: 40
Role Number: 200024085
At Apple, we believe in hard work, a fun environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. We believe each customer interaction is an opportunity to delight, impress, engage and encourage. We focus on all the small details to have the biggest impact! 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. Corporate Executive Relations is the essential link between Apple customers and Apple's executive team, Public Relations, Investor Relations, Legal, and Sr. Director of Customer Care in solving complex, sensitive issues. The ER Administration Support Lead is the point of contact for Apple executives and consumer facing Government and Consumer Advocacy offices across Greater China requesting assistance on investigating and resolving customer concerns. To be successful in the role, you should have extensive knowledge of Apple’s tools, standard operating procedures, Executive Relations procedures, and excellent communication skill.

Key Qualifications

  • Deep understanding on the structure of Apple’s executive team and AppleCare
  • Familiar with the structure of the consumer facing Government and Consumer Advocacy offices across Greater China
  • Strong working global knowledge of AppleCare systems and processes
  • Self-motivated under often stressful and time sensitive commitments
  • Ability to work under high pressure while maintaining high quality standards
  • Strong and effective written and verbal communication skills
  • Able to adapt and flex schedule to align with the daily and global business needs
  • Prior experience with a support role within the Executive Relations organization or a deep understanding of global Executive Relations business
  • Extremely resourceful and able to identify and execute solutions when formal processes may not exist
  • Good work ethic with a high degree of flexibility
  • Ability to maintain a positive attitude in a dynamic and fast paced work environment
  • Self starter with innovation, integrity and attention to details

Description

- Be responsible for triaging all incoming issues, quickly figuring out the best course of action, and delegating the issue to Apple’s highest support channels. - Communicate directly with the relevant government officials in Greater China, oversee the detailed handling of issues, and ensure prompt updates are provided as cases progress and upon resolution of each issue. - Plays a key role to answer the general inquires from government officials and report critical issues to relevant partners. - Manages the status of the issues and actively follows up with Executive Relations Liaisons and broader business teams to ensure each issue could be resolved in a timely fashion. - Develops executive communication strategies and official Apple positioning to be conveyed on behalf of Apple’s executive team. - Acts as the gate keeper of the team and identify what the team handles vs. what should be handled by other support channels. - Completes assigned reporting on time, and provides insight and timeline for reporting required by Manager and internal business partners. - Identifies trends in emerging product and service issues and communicates those trends to ER Management and the ER Reporting team. - Manages out of office work for ER Liaisons. Makes outreach to customers as appropriate to ensure right customer handling progresses and good customer experience during ER Liaison’s absence. - Sometimes requires to directly handle some customer issues if and when required by the needs of the business. When applicable, this involves complete ownership of customer outreach, resolution, and feedback to the business. - Consults regularly with business partners and works with Apple employees on a regular basis to answer questions or provide direction on escalated issues. This involves being available to take calls outside of normal business hours.

Education & Experience

Additional Requirements