职位描述：
Summary：
Imagine what you could do here! The people here at Apple don’t just create 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. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Here on the Apple Store Online team, we are responsible for Apple’s largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
At Apple, we believe each customer interaction is an opportunity to delight, engage and inspire – and that by focusing on even the smallest of details, we can make a significant impact on the customer experience. The Retail Executive Relations Team is responsible for customer service recovery. The team responds to critical customer issues from Apple’s Executive Team, Public Relations, Apple Legal, Investor Relations, and other stakeholders. Representatives handle a wide range of complex problems, including the company’s most serious, sensitive, and visible customer satisfaction issues. Representatives will often liaise with business partners to identify and resolve improvement opportunities. Representatives exercise judgment and discretion to decide the appropriate course of action when needed.
Description：
On this team you will be responsible for managing an active case load and connecting via phone with distressed customers. Representatives communicate official positioning on company issues, develop creative solutions to complex customer problems, and identify and call out opportunities for improvements to business partners and senior leadership. In addition, you will contribute to an inclusive environment through respecting each others’ differences and having the curiosity to learn as well as demonstrate Apple’s values of inclusion and diversity in daily activities.
职位要求：
Minimum Qualifications：
English and Mandarin fluency(read, write and speak)
Excellent verbal and written communication skills
3+ years customer-facing experience in a customer service role or technology retail store environment
Consistently meets or exceeds customer satisfaction goals
Experience de-escalating sensitive customer issues by phone or in person
Makes space to listen, learn, and amplify diverse perspectives and experiences
Actively seeks out opportunities to champion and celebrate inclusion and diversity
Preferred Qualifications：
Experience with positioning sensitive and confidential outcomes
Genius Bar, technical support experience in Apple Retail or experience troubleshooting devices with customers
BA/BS or equivalent relevant experience
Experienced on addressing customer issues from the Government Authorities is a plus
Cantonese or Japanese speaker is a plus
招聘部门：
Apple Support and Service
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple的零售执行关系代表职位是一个高度专业化的客户服务角色，要求应聘者不仅具备出色的沟通技巧，还需要能够处理敏感和复杂的客户问题。这个职位的特殊性在于它需要与高层管理人员、公共关系、法律部门等多个利益相关者协作，解决最严重和敏感的客户满意度问题。这意味着面试官会特别关注应聘者在高压环境下的表现、解决问题的能力以及对多样性和包容性的承诺。 为了准备这个面试，建议你重点准备以下几个方面：首先，回顾你在过去工作中处理过的复杂客户案例，特别是那些需要跨部门协作或涉及敏感信息的案例。准备好具体的例子，展示你如何在这些情况下保持冷静、专业并找到解决方案。其次，由于这个职位需要与亚太地区的客户沟通，确保你能够展示你的跨文化沟通能力，特别是如果你掌握粤语或日语，这将是一个加分项。最后，Apple非常重视多样性和包容性，因此在面试中展示你对这些价值观的理解和实践将非常重要。
在线咨询
提示：由 AI 生成回答，可能存在错误，请注意甄别。