About The Position
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. 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.
Requirements
- 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.
- Schedule flexibility is a requirement.
- 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.
Responsibilities
- Manage extraordinary situations to champion swift resolution for each customer.
- Review and make exceptions to existing policies.
- Provide key support for the Retail Customer Care’s customer-facing specialists.
- Identify operational improvements and suggest improvement strategies.
- Communicate official positioning on company issues.
- Work closely with different departments to ensure a successful resolution of complex customer issues.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
