Apple Support Executive Relations Expert - Cantonese
Shanghai, Shanghai, China
Support and Service
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish.
Apple Support Executive Relations (ER) is the essential link between Apple customers and Apple's executive team, Public Relations, Investor Relations, Apple Legal, and Sr. Director of Customer Care in solving complex, sensitive issues.
Description
- The Apple Support Executive Relations team is responsible for damage control, customer recovery and retention.
- Works with Apple's most demanding, influential and high profile customers.
- Works under aggressive time commitments.
- Develops creative solutions to complex customer problems.
- Responsible for communicating official positioning on company issues.
- Identifies opportunities for operational improvements and suggests improvement strategies.
- Empowered to use judgement when balancing the customer needs with that of the business.
- May provide reporting and be asked to support additional projects/tasks as needed.
- Being flexible to work in different Apple offices based on business requirement.
Minimum Qualifications
- Cantonese, English and Mandarin fluency (read, write, and speak) required
- Excellent verbal and written communication skills
- 3-4 years experience in a customer service role or other customer support environment
- BS/BA or equivalent experience
Key Qualifications
Preferred Qualifications
- Passion for outstanding customer service
- Advanced judgement, negotiation and problem solving skills
- Independence and out of the box thinking
- Outstanding follow through and organizational ability
- Strong technical aptitude
- Resourcefulness and flexibility
- Superior interpersonal skills
- Experienced on addressing customer issues from the Government Authorities is a plus