At-Home Service Specialist - Retail Contact Centre

Sydney, New South Wales, au
Company: Apple
Category: Educational Instruction and Library Occupations
Published on 2021-06-12 06:09:09

Key Qualifications

  • 1-2 years experience in sales or customer service
  • Ability to solve problems, recommend solutions and drive results with customer focus
  • Technical aptitude (computer-literate, able to quickly learn new applications)
  • Ability to work in cross-functional teams
  • Commit to results, demonstrates high degree of drive and determination
  • Ability to work and make decisions with minimal supervision
  • Ability to listen and empathise with customer problems
  • Ability to maintain a positive attitude in a rapidly changing work environment
  • Description

    In this role you will learn about all Apple products, and become an expert on all related accessories and services, while working to achieve goals and targets. Understanding Apple’s digital lifestyle strategy and how our various products fit into it is key to provide consultative solutions to customers based on their needs through the Apple Online Store Customer Engagement model. You will engage with post sales customers and perform simple to moderately difficult tasks requiring judgement in resolving issues or providing solutions. You'll leverage multiple sources of information to stay current on product features and technology changes and understand how to appropriately set customers’ expectation on recommended solution. You will assist retail store contacts and accurately log customer interactions based on intent, process and resolution into the system. You will identify customer focussed solutions and utilise your judgement and discretion on when to consult or escalate to senior specialists.

    Education & Experience

    BA/BS preferred or equivalent experience

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