职位描述：
Summary：
The manager is responsible for the performance and development of Retail Customer Care teams. The Apple Retail Customer Care is a direct channel for Apple passionate about driving Apple Retail customer interactions and managing service and order support related interactions. The successful candidate will drive results by crafting an environment that delivers outstanding customer experience and driving excellence and efficiency across the frontline specialist population.
This individual is responsible for the day-to-day management of Retail Customer Care Area Manager, Team leaders and specialists, as well as partnering with groups across Apple to deliver outstanding customer experience. The position requires leadership, people development, and tactical execution of new and existing programs. As a member of the RCC management team the individual will require strong cross-functional leadership skills and a demonstrated track record of aiming for excellence in the area of Customer Experience.
Description：
Responsibilities includes not limited to;
– Lead a team of Area Managers, Team Leaders, Specialists, and be responsible for the team’s KPIs and deliverables. Ensure service levels and attainment goals are achieved
– Drive operational excellence and the ‘Voice of the Customer’ to continuously improve specialist’s ability to deliver outstanding experience
– Continually review systems and processes to improve both specialist and customer experience
– Nurture and maintain a positive and motivating work environment by promoting collaboration and focusing on positive employee relationships
– Enable a culture of continuous improvement across all levels. Build an inclusive environment which help Support team and partners to be successful.
– Be the advocate of customer experience and influence and align priorities with partners for resolutions.
– Engage actively in WW forums and work with Global Optimisation team on deployment and execution of worldwide initiatives/programs
– Contribute to the formulation, alignment and implementation of wider business plans, strategies and tactics within the APAC RCC Leadership Team
职位要求：
Minimum Qualifications：
Bachelors degree or equivalent experience
Minimum 8-10 years management experience in a Customer Service/Sales Contact Center
Experience handling in a multi-lingual environment
Knowledge and experience in e-commerce environment
Well developed oral and written communication skills
Preferred Qualifications：
Strong proficiency in English language skill
Experience working for a global organization within the technology sector
Strong analytical ability and decision making skills
Tight-knit collaboration skills with experience working in a matrixed organization
Strong People skills to connect with all levels in Support organization and drive engagement
Being an inspiring leader to create an Open and Diverse working environment
招聘部门：
Apple Support and Service
工作地点：
Shanghai, Shanghai, China
面试建议：
Apple的零售客户关怀功能主管职位是一个高度专业化的角色，要求应聘者不仅具备丰富的客户服务管理经验，还需要在多语言和全球化环境中展现出卓越的领导能力。这个职位的核心在于推动客户体验的持续改进，同时确保团队的高效运作和员工的积极发展。 在准备面试时，应聘者应重点展示其在客户服务领域的深度经验，特别是在多语言和电子商务环境中的实际操作案例。此外，强调自己在团队领导、跨部门协作以及全球化项目中的贡献将大大增加成功的机会。面试官可能会特别关注应聘者如何在实际工作中推动客户体验的改进和团队效率的提升，因此准备具体的案例和数据来支持你的回答是非常必要的。
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