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 through the web and phone. We are looking for motivated and customer-focused individuals who want to offer Apple customers and employees an unparalleled experience.
Description：
– You Lead a team to deliver outstanding pre and post sales customer service around Apple’s product lines.
– Set the right goal, targets and expectations for the frontline team to follow, own the team to achieve excellent customer happiness, business results and related KPIs.
– Ensure the scheduling adherence and efficiency in the team.
– Generate reporting and performance data from different resources.
– Analyze business trends to facilitate key business decisions.
– Identify and close the gaps in process, training, communication which can impact the customer or specialist experience.
– Handle tough customer critical issue from frontline specialists.
– Hire, retain and develop the top talents, ensure the team morale.
职位要求：
Minimum Qualifications：
Proficiency in the following: English and Mandarin to support customers in respective regions.
Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams.
Makes space to listen, learn, and amplify diverse perspectives and experiences.
Team management experience.
Confronts barriers to greater inclusion with tenacity, care and commitment
Excellent communication (oral and written), interpersonal and presentation skills
Skilled at handling and being a phenomenal partner
Good at translating ‘techno-speak’ into “amateur’s” terms
Exhibit composure under pressure
Preferred Qualifications：
Previous people-facing roles where the emphasis has been on quality of service
5+ years experience, 2 years or above experience in leading a team to provide extraordinary customer service
招聘部门：
Apple Support and Service
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple的零售客户关怀服务团队经理职位不仅要求你具备出色的客户服务技能，还需要你能够领导和管理一个多元化的团队。面试官会特别关注你的团队管理经验和跨文化沟通能力，因为Apple非常重视多元化和包容性。此外，你还需要展示你在处理复杂客户问题时的冷静和应变能力，以及你如何通过数据分析来优化团队绩效。 在准备面试时，建议你重点准备一些具体的案例，展示你如何领导团队达成客户满意度目标，以及你如何处理高压情况下的客户投诉。同时，准备好讨论你如何通过数据驱动的方法来改进团队效率和客户体验。Apple非常注重细节和创新，因此在面试中展示你如何通过小细节来提升客户体验将会是一个加分项。
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