Customer Relations Advisor-Mandarin

Shanghai, Shanghai, China
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number: 200106192
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.

Key Qualifications

  • 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

Description

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.

Education & Experience

Additional Requirements