Customer Relations Advisor-Mandarin
Shanghai, Shanghai, China
Support and Service
We are looking for a Regional Customer Relations (CR) Advisor to join the Customer Relations (CR) team where he/she would be responsible for handling inbound phone inquiries and concerns from Apple Asia Pacific customers.
- Solid listening, interpersonal and verbal skills
- Good problem solving and probing skills
- Strong service orientation with excellent communication skills for understanding complex problems and clearly explaining solutions
- 1.5 - 3 years customer support experience.
- Proficient in Mandarin to support respective countries
The CR Advisor identifies and resolves basic to moderately complex issues related to Apple products and policies while working within established guidelines. He/she escalates recurring or emerging issues to the appropriate channels. Besides providing support by phone, creating solutions to client problems and queries, he/she is also required to allocate the necessary resources to resolve client problems and queries in an effective and timely manner. He/She will also manage escalated issues from the customer and ensuring customer satisfaction at all times, as well as maintaining a data base of clients through regular follow-up of problems and queries. Keeping management aware of product, services and education issues, while responding effectively to emails and incoming written correspondence when specifically addressed are also required. He/she participates actively in coaching session and is required to escalate tough issues older than 14 days to Senior CR advisor for consideration.