Retail Executive Relations Representative

Summary

At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience! 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 significant impact on our customer’s experience.

Inclusion is a shared responsibility and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work.

Are you passionate about finding creative solutions for complex customer situations? We are looking for talent with a penchant for innovation and passion for supporting customers. Come join us and learn from the best while transforming your career!

Key Qualifications

2-3 years experience in a Contact Center escalations or elevated customer support environment
Consistently meeting/exceeding customer satisfaction goals
Excellent communication skills; able to effectively tailor communication and style to differing audiences
Able to build authentic business relationships with multiple dependent partners
Ability to work quickly and effectively under deadline pressure
Excellent time management and organizational skills
Resourceful and flexible with your work
Adept at dealing with ambiguity and use advanced judgment, negotiation and creative problem solving skills to resolve customer issues
Experienced with positioning sensitive and confidential situations
Demonstrate an unparalleled attention to detail
Able to work with limited supervision
Have excellent written and verbal communication skills
Makes space to listen, learn, and amplify diverse perspectives and experiences
Actively seeks out opportunities to champion and celebrate inclusion and diversity

Description

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, and Investor Relations. Representatives handle a wide range of complex problems, including the company’s most serious, sensitive and visible customer satisfaction issues.

On this team you would be responsible for Customer Satisfaction Survey analysis and coordinating outreach to distressed customers as warranted. Representatives communicate official positioning on company issues, develop creative solutions to complex customer problems, and identify and call out on opportunities for operational improvements.

Education & Experience

Bachelor’s degree preferred, or equivalent experience

Role Number: 200493021