Senior Customer Service Specialist - Retail Customer Care

Summary

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. At Apple, you’ll share in a commitment to excellence by delivering best in class customer service. We value integrity, personal accountability, teamwork, excellence, and innovation.

Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. Join Apple, and help us leave the world better than we found it!

Description

In the Senior Customer Service team, we are driven by our customers and employees. The team represents Apple as the company’s highest escalation point with the ultimate goal of restoring and strengthening the customer’s loyalty and faith in Apple as a whole.

This team communicates official positioning on company issues, works closely with different departments to ensure a successful resolution of complex customer issues as well as identifies and suggests improvement strategies.

Responsibilities

• As a Senior Customer Service representative, you will manage extraordinary situations to champion swift resolution for each customer
• You will be empowered to review and make exceptions to existing policies
• You will provide key support for the Retail Customer Care’s customer-facing specialists and will also be responsible for identifying operational improvements and suggesting improvement strategies

Minimum Qualifications

• Proven ability to thrive in a fast-moving and varied environment
• Strong interpersonal communication and active listening skills
• Negotiation and problem-solving skills
• Outstanding ownership and follow-through skills
• Excellent communication skills in Japanese, both written and verbal, are a must to provide the best customer service to local customers.
• Comfortable to use English in business settings.
• Reading and writing are required, while speaking is a plus
• Bachelor’s Degree or equivalent practical work experience
• Our customers require support 7 days per week, with morning and evening hours, including holidays.
• Schedule flexibility is a requirement.

Preferred Qualifications

• A passion to provide exceptional customer service
• Being resilient and cool under pressure with the ability to work quickly and efficiently under deadline pressure
• Resourcefulness and flexibility
• Unparalleled attention to detail
• Able to make sound judgments, while understanding and balancing the needs of the customer as well as the needs of the company
• Apple is an equal opportunity employer that is committed to inclusion and diversity, and thus we treat all applicants fairly and equally.
• Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities.

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

Learn about accessibility in Apple’s workplaceRole Number: 200665616-6587