Service Team Manager, Retail Customer Care

At Apple, we believe in hard work, lively environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. We believe each customer interaction is an opportunity to delight, engage, and encourage - and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with YOU! Retail Customer Care team is Apple's eCommerce platform for interacting with customers through the web and phone. We are looking for motivated and customer-focused individuals who want to offer Apple customers and employees an unparalleled experience.

Description

- You Lead a team to deliver outstanding pre and post sales customer service around Apple’s product lines. - Set the right goal, targets and expectations for the frontline team to follow, own the team to achieve excellent customer happiness, business results and related KPIs. - Ensure the scheduling adherence and efficiency in the team. - Generate reporting and performance data from different resources. - Analyze business trends to facilitate key business decisions. - Identify and close the gaps in process, training, communication which can impact the customer or specialist experience. - Handle tough customer critical issue from frontline specialists. - Hire, retain and develop the top talents, ensure the team morale.

Minimum Qualifications

• Proficiency in the following: English and Mandarin to support customers in respective regions.
• Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams.
• Makes space to listen, learn, and amplify diverse perspectives and experiences.
• Team management experience.
• Confronts barriers to greater inclusion with tenacity, care and commitment
• Excellent communication (oral and written), interpersonal and presentation skills
• Skilled at handling and being a phenomenal partner
• Good at translating ‘techno-speak’ into “amateur's” terms
• Exhibit composure under pressure

Preferred Qualifications

• Previous people-facing roles where the emphasis has been on quality of service
5+ years experience, 2 years or above experience in leading a team to provide extraordinary customer service

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