Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks.
The role of Service and Support Advisor performs a variety of back office admin work for the Customer Care team. The work can span over multiple areas including managing admin holds at our repair center, processing check requests, managing customer outreach on back-ordered parts, responding to customer letters and emails, and handling consultations from contact center Advisors via an internal chat tool. Intermediate knowledge of Customer Care processes and tools is required for this position. Customer outreach via phone or email may be required. Advisors generally perform one of the tasks noted above but can be asked to support other tasks as needed.
•Excellent interpersonal skills
•Experienced in resolving complex customer service issues
•Dedicated to improving customer satisfaction and keeping Apple customers, Apple customers.
•Outstanding communication skills, including excellent written English and Arabic.
•Flexibility - willing to take on additional tasks and assist in the execution of new projects
•Analytical and detail oriented
•Target oriented - can deliver results on time.
•Excellent problem solving skills - the drive and motivation to take a problem and troubleshoot to a resolution is a requirement.
•Can identify opportunities for process improvement and develop solutions that target root causes
•Can relate to and communicate with all types of situations and customers (internal and external)
•Comfortable delivering presentations to Advisors, colleagues and managers as appropriate
•Ambitious and motivated to develop the role and add value to the business
•Dedicated to improving customer satisfaction
•Maintains a positive attitude through periods of change and is professional in all work situations
The Service and Support Administration team provides feedback to the business on primary escalation drivers and emerging issues that drive customer dissatisfaction. We troubleshoot problem areas in internal Apple care processes and provide solutions, working with the relevant departments to implement change. The Admin team works closely on a weekly basis with our counterparts in the Austin Service and Support Administration team and also with the EMEA iPod/iPhone service team, EMEA Materials and Logistics teams.
Candidates for the Service and Support Administration team should be able to handle pressure and be able to multi-task whenever necessary. You are able to prioritize tasks. You consider deadlines and targets as challenges and not as nightmares. Proper planning, organizing, and controlling helps you to reach your goals.
Ideally 2 years, but at minimum, 6 months experience in a customer facing role, providing customer focused solutions.
An appreciation of the IT environment, preferably with Apple products
A high level of computer literacy
Fluent spoken and written English and Arabic