APAC Retail Executive Relations Representative
Core
Managing complex customer service recovery cases for Apple's Executive Team, Public Relations, Legal, and Investor Relations via phone.
Role type
Senior customer service representative (executive relations)
Builds
Resolves critical customer satisfaction issues and liaises with business partners to drive improvements.
Domain
Consumer electronics retail / Customer experience
Deliverable
client delivery
Required skills
Verbal and written communication (English, Mandarin), de-escalation, complex problem solving, stakeholder liaison
Preferred skills
Positioning confidential outcomes, device troubleshooting, addressing government authority issues, Cantonese fluency
Responsibilities
Manage active case load of distressed customers, communicate official company positioning, develop creative solutions to complex problems, identify improvement opportunities for business partners
Seniority
Mid-level, hands-on IC