Senior Customer Service Specialist, Retail Customer Care
Core
Senior Customer Service Specialist handling complex escalations and case management for Apple's eCommerce platform.
Role type
Senior Customer Service Specialist (Retail Customer Care)
Builds
Customer support resolutions and process improvements for Apple's global customer base
Domain
Consumer Electronics / E-commerce
Deliverable
client delivery
Required skills
Complex escalation management, Policy exception judgment, Process improvement, Cross-functional collaboration, Resilience under pressure, Performance goal achievement
Preferred skills
Cantonese language, Bachelor's degree, Dynamic environment adaptability
Technologies
N/A
Responsibilities
Case manage extraordinary situations and complex assignments, Review and make exceptions to existing policies, Determine methods and procedures for new assignments, Provide key support and mentorship to contact centre specialists, Communicate official positioning on company issues, Achieve performance goals
Seniority
Senior, hands-on IC with mentorship responsibilities