The manager is responsible for the performance and development of Retail Customer Care teams. The Apple Retail Customer Care is a direct channel for Apple passionate about driving Apple Retail customer interactions and managing service and order support related interactions. The successful candidate will drive results by crafting an environment that delivers outstanding customer experience and driving excellence and efficiency across the frontline specialist population. This individual is responsible for the day-to-day management of Retail Customer Care Area Manager, Team leaders and specialists, as well as partnering with groups across Apple to deliver outstanding customer experience. The position requires leadership, people development, and tactical execution of new and existing programs. As a member of the RCC management team the individual will require strong cross-functional leadership skills and a demonstrated track record of aiming for excellence in the area of Customer Experience.
Description
Responsibilities includes not limited to; - Lead a team of Area Managers, Team Leaders, Specialists, and be responsible for the team’s KPIs and deliverables. Ensure service levels and attainment goals are achieved - Drive operational excellence and the ‘Voice of the Customer’ to continuously improve specialist’s ability to deliver outstanding experience - Continually review systems and processes to improve both specialist and customer experience - Nurture and maintain a positive and motivating work environment by promoting collaboration and focusing on positive employee relationships - Enable a culture of continuous improvement across all levels. Build an inclusive environment which help Support team and partners to be successful. - Be the advocate of customer experience and influence and align priorities with partners for resolutions. - Engage actively in WW forums and work with Global Optimisation team on deployment and execution of worldwide initiatives/programs - Contribute to the formulation, alignment and implementation of wider business plans, strategies and tactics within the APAC RCC Leadership Team
Minimum Qualifications
Preferred Qualifications
Submit Resume
Description
Responsibilities includes not limited to; - Lead a team of Area Managers, Team Leaders, Specialists, and be responsible for the team’s KPIs and deliverables. Ensure service levels and attainment goals are achieved - Drive operational excellence and the ‘Voice of the Customer’ to continuously improve specialist’s ability to deliver outstanding experience - Continually review systems and processes to improve both specialist and customer experience - Nurture and maintain a positive and motivating work environment by promoting collaboration and focusing on positive employee relationships - Enable a culture of continuous improvement across all levels. Build an inclusive environment which help Support team and partners to be successful. - Be the advocate of customer experience and influence and align priorities with partners for resolutions. - Engage actively in WW forums and work with Global Optimisation team on deployment and execution of worldwide initiatives/programs - Contribute to the formulation, alignment and implementation of wider business plans, strategies and tactics within the APAC RCC Leadership Team
Minimum Qualifications
- Bachelors degree or equivalent experience
- Minimum 8-10 years management experience in a Customer Service/Sales Contact Center
- Experience handling in a multi-lingual environment
- Knowledge and experience in e-commerce environment
- Well developed oral and written communication skills
Preferred Qualifications
- Strong proficiency in English language skill
- Experience working for a global organization within the technology sector
- Strong analytical ability and decision making skills
- Tight-knit collaboration skills with experience working in a matrixed organization
- Strong People skills to connect with all levels in Support organization and drive engagement Being an inspiring leader to create an Open and Diverse working environment
Submit Resume
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