职位描述：
Summary：
At Apple, we believe in hard work, lively environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. We believe each customer interaction is an opportunity to delight, engage, and encourage – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with YOU!
Retail Customer Care team is Apple’s eCommerce platform for interacting with customers. We are looking for motivated and customer-focused individuals who want to offer Apple customers an unparalleled customer experience.
Description：
The ideal candidate will have experience working in a fast-paced B2C e-commerce environment. Retail Customer Care support specialist will receive training to enable them to learn and support customers.
– You will interact with online customers for our Tmall online store, assisting with order-related inquiries.
– You are required to provide prompt and professional support to customers ensuring clarify and empathy in all interactions.
– You need to handle order-related requests, including changes, cancellation and returns, while following company policies and guidelines.
– You will maintain a customer-first approach, ensuring a seamless and positive experience.
– You are expected to take initiative in problem-solving and contribute to process improvements.
– You are expected to work collaboratively with internal teams to resolve customers concerns efficiently.
– You are expected to demonstrate resilience in handling challenging situations and adapting to changing processes.
– You are expected to stay agile and open to learning new tools, policies and workflows to enhance performance.
– You are expected to achieve performance goals set out by the business while providing an excellent customer experience.
职位要求：
Minimum Qualifications：
Makes space to listen, learn, and amplify diverse perspectives and experiences.
Actively seeks out opportunities to champion and celebrate inclusion and diversity.
Passion for communicating with customers and a strong desire for professional growth.
Strong written communication skills with the ability to convey information clearly and professionally.
Problem-solving mindset with the ability to analyze issues and find effective solutions.
Demonstrated ability to collaborate, adapt to change, and remain action-oriented in a fast-paced environment.
Resilient mindset with a commitment to achieving results and providing excellent service.
A team player who instills trust and actively contributes to a positive work environment.
Ability to type in excess of 60 WPM with 95%+ accuracy.
Flexible schedule, ability to work on shifts including weekends.
Mandarin communication skills with verbal and written.
Preferred Qualifications：
English communication skills with verbal and written preferred.
Previous exposure in a customer-facing environment.
Function well in a dynamic, performance-based customer facing environment where results are monitored, recorded and assessed.
招聘部门：
Apple Support and Service
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple零售客户关怀专员这个职位看似基础，实则隐藏着对复合型服务人才的高标准要求。与传统客服岗位不同，它特别强调对Tmall这个特定电商平台的操作熟练度，以及在中英双语环境下处理复杂订单问题的能力。面试官会重点考察你如何平衡标准化流程与个性化服务——既要在60字/分钟的快速响应中保持精准，又要能通过文字传递苹果特有的温度感。 建议准备3个关键点：首先用STAR法则整理过往处理棘手客诉的案例，重点展示你如何将公司政策转化为客户能接受的解决方案；其次提前熟悉Tmall后台的订单状态流转逻辑，苹果对数据准确性的苛求远超普通电商；最后别忘了准备双语自我介绍，这个岗位的国际化团队协作属性意味着英语能力可能成为隐性门槛。可以模拟练习用中文处理客诉时突然需要切换英文查询系统的情况，这种多任务处理能力往往是面试时的决胜点。
在线咨询
提示：由 AI 生成回答，可能存在错误，请注意甄别。