Retail Executive Escalations Representative, Retail Customer Care

2 weeks ago

Singapore Apple South Asia Pte. Ltd. Full time
Job Summary

At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire - and that by focusing on even the smallest of details, we can make significant impact on our customer's experience. Are you passionate about finding creative solutions for complex customer situations We are looking for talent with a penchant for innovation and passion for supporting customers. Come join us and learn from the best while transforming your career.

Key Qualifications
  • 3-5 years experience in a Contact Center escalations or elevated customer support environment
  • Consistently meeting/exceeding customer satisfaction goals
  • Excellent communication skills able to effectively tailor communication and style to differing audiences
  • Able to build authentic business relationships with multiple dependent partners
  • Ability to work quickly and effectively under deadline pressure
  • Excellent time management and organizational skills
  • Resourceful and flexible with your work
  • Adept at dealing with ambiguity and use advanced judgment, negotiation and creative problem solving skills to resolve customer issues
  • Experienced with positioning sensitive and confidential situations
  • Demonstrate an unparalleled attention to detail
  • Able to work with limited supervision
  • Have excellent written and verbal communication skills
  • Proficient in English and Thai (both written and spoken). This role will support customers in the Thai market, whilst working alongside English-speaking teams.
Description

The Retail Executive Relations Team is responsible for customer service recovery. The team responds to critical customer issues from Apple's Executive Team, Public Relations, Apple Legal, Investor Relations, and other stakeholders. Representatives handle a wide range of complex problems, including the company's most serious, sensitive and visible customer satisfaction issues. Representatives exercise judgment and discretion to decide the appropriate course of action when needed. On this team you would be responsible for managing an active case load, daily Customer Satisfaction Survey analysis and coordinating outreach to distressed customers as warranted. Representatives communicate official positioning on company issues, develop creative solutions to complex customer problems, and identify and call out on opportunities for operational improvements.

Education

BA/BS preferred, or equivalent relevant experience

Additional Requirements

Scope may expand to include but not limited to the descriptions below:

Delegator

  • Maintain a high level of proficiency for Escalation case load
  • Manage the triaging of all escalations to the appropriate queues or internal partners
  • Maintain partner channels for escalations to ER. Help partnering groups manage misrouted volume by establishing processes.
  • Monitor Self Serve queues for priority case ownership, coordinate with Representatives and Managers, bring visibility of trending issues to leaderships attention
  • Communicate with global leadership on after hours hot issues. Coordinate the handling of cases cross regionally.

Editor

  • Partner with peers to edit their Executive Feedback Summaries
  • Provide guidance in the form of constructive feedback on summary content, including root cause, action taken and improvement opportunities as well as standardizing structure and grammar.

Internal Training

  • Organize training classes for new and rotational Representative onboarding
  • Design, curate, and develop training material content
  • Update and maintain existing training modules
  • Design, curate, and develop continued learning material content
  • Design, curate, and develop roundtable material content focussed on quality initiatives, or guidance on newly designed processes and changes to existing programs

Reporting

  • Facilitate standard cadence and ad hoc reporting and analysis requests from business partners
  • Provide Leadership with volume trending insights
  • Owns projects related to reporting development
  • Curates data slides
  • Delivers presentations from reporting and analysis

Internal Quality

  • Communicates with leadership on data trends, upcoming projects, process changes, and potential risks to allow management to make well-informed decisions for the organization
  • When procedural or process gaps are identified, partner with the appropriate tracks to address gaps, publish new updates, and communicate changes as appropriate
  • Attend staff meetings to provide guidance, or present roundtables for continued learning
  • Provide quality Insights to leadership. Work with leadership to point out trending quality opportunities. Discuss strategies to drive quality performance.
  • Executive Summary Review and Editing

Apple is an Equal Opportunity Employer that is committed to inclusion and diversity. We also take affirmative action to offer employment and advancement opportunities to all applicants, including minorities, women, protected veterans, and individuals with disabilities. Apple will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

  • Retail Executive Escalations Representative, Retail Customer Care

    2 weeks ago

    Singapore Apple South Asia Pte. Ltd. Full time

    Job SummaryAt Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire - and that by focusing on even the smallest of details, we can make significant impact on our customer's experience. Are you passionate about...

  • Retail Executive Escalations Representative, Retail Customer Care

    4 days ago

    Singapore APPLE SOUTH ASIA PTE. LTD. Full time

    Roles & ResponsibilitiesJob SummaryAt Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage and inspire – and that by focusing on even the smallest of details, we can make significant impact on our customer’s...

  • Retail Supervisor Trainee

    2 weeks ago

    Singapore LOTTE TRAVEL RETAIL SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesKey Responsibilities: Retail supervisors develop operations plans for their teams and make sure those plans are executed. Lead, manage and motivate a team of Retail Associates Preparation and updating of duty roster to ensure accuracy in the Info-Tech HRMS Time Management System. Coach and train Retail Associates on GLOB+ system...

  • Retail Supervisor

    3 weeks ago

    Singapore Lotte Travel Retail Singapore Pte. Ltd. Full time

    Job ResponsibilitiesRetail supervisors develop operations plans for their teams and make sure those plans are executedLead, manage and motivate the operations staffPreparation and updating of duty roster to ensure accuracy in the Info-Tech HRMS Time Management SystemCoach and train operations staff on GLOB+ system usageConduct daily briefings to team members...

  • Retail Supervisor Trainee

    3 weeks ago

    Singapore Lotte Travel Retail Singapore Pte. Ltd. Full time

    Key Responsibilities:Retail supervisors develop operations plans for their teams and make sure those plans are executed.Lead, manage and motivate a team of Retail AssociatesPreparation and updating of duty roster to ensure accuracy in the Info-Tech HRMS Time Management System.Coach and train Retail Associates on GLOB+ system usage.Conduct daily briefings to...

  • Pet Care and Marketing

    4 weeks ago

    Singapore AB Dog Boarding, Daycare and Retail LLP Full time

    Pet Care and Marketing Part Timer**Job Title: Pet Care and Marketing Assistant (Part-Time)****Company: AB Dog Boarding, Daycare and Retail LLP****Location: 136 Owen Road****Job Type: Part-Time (Hourly)****Hourly Rate: $8 per hour****About AB Dog Boarding, Daycare and Retail LLP:**AB Dog Boarding, Daycare and Retail LLP is a leading provider of premium pet...

  • Retail Associate

    1 week ago

    Singapore LOTTE TRAVEL RETAIL SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesJob Responsibilities: Responsible for day-to-day retail operations & sales achievement of given target Communicate to customers about on-going promotions & offers Promote first class service excellence & customer experience at all times Adhere to duty roster & assignments given by the Supervisors/Managers Be the company’s front...

  • Retail Associate

    3 weeks ago

    Singapore Shilla Travel Retail Pte. Ltd. Full time

    ResponsibilitiesBe a Shilla ambassador and portray a professional and customer oriented image at all times.Welcome every customer and elevate customer service experience through good customer service, sharing of solid product knowledge and expertise.Recognize sale opportunities when dealing with customers and be able to capitalize on upselling / cross...

  • Retail Associate

    3 weeks ago

    Singapore Shilla Travel Retail Pte. Ltd. Full time

    Job Description & Requirements To support Shilla's rapid expansion in Singapore, we are recruiting for Runners to join our growing family.We provide excellent training and career progression opportunity.The Sales Associate will be responsible to optimize sales of our Maison De Chronus store through sharing of product knowledge, selling skills and excellent...

  • Retail Associate

    3 weeks ago

    Singapore Lotte Travel Retail Singapore Pte. Ltd. Full time

    Job Responsibilities:Responsible for day-to-day retail operations & sales achievement of given targetCommunicate to customers about on-going promotions & offersPromote first class service excellence & customer experience at all timesAdhere to duty roster & assignments given by the Supervisors/ManagersBe the company's front line ambassador to uphold company's...

  • Senior Customer Service Executive

    2 days ago

    Singapore ANAKE RETAIL PTE. LTD. Full time

    Roles & ResponsibilitiesAbout AnakeAnake is your personal guide, from making sense of your skin’s genetic blueprint, to gaining a deeper knowledge of who you are, we are committed to tailoring a complete skincare regime that perfectly complements your genes. We aim to help everyone optimise their skin health through powerful and innovative technologies...

  • Retail Assistant Manager

    4 days ago

    Singapore NITORI RETAIL SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesRoles & Responsibilities· Must need to work on Weekends and Public holidays.· In charge of daily roster Planning· Must have good proficiency in English as business level.· In charge of operational related paperwork and annual evaluation security agency license renewal· Must ready to work physically to carry items and stocks from...

  • Retail Associate

    4 weeks ago

    Singapore Lotte Travel Retail Singapore Pte. Ltd. Full time

    Key ResponsibilitiesResponsible for day-to-day retail operations & sales achievement of given targetCommunicate to customers about on-going promotions & offersPromote first class service excellence & customer experience at all timesAdhere to duty roster & assignments given by the Supervisors/ManagersBe the company's front line ambassador to uphold company's...

  • Sales Executive

    4 weeks ago

    Singapore Chow Tai Fook Jewellery Singapore Pte. Ltd. Full time

    About usChow Tai Fook Jewellery Group Limited (the 'Group' SEHK stock code: 1929) was listed on the Main Board of The Stock Exchange of Hong Kong in December 2011. With an extensive retail network in China, Japan, Korea, Southeast Asia, the United States and Canada, as well as a fast-growing smart retail business, the Group is implementing effective...

  • Retail Supervisor

    2 days ago

    Singapore GMG SPORTS PTE. LTD. Full time

    ResponsibilitiesBeing the second person in charge, supporting the Store Manager on staffing, reporting and inventory matters. Daily briefing exercise for team by shifts. Being on top of our brands' product knowledge to ensure customers are assisted well with their needs. Involved with the Visual Merchandisers team to guarantee the store is in accordance...

  • retail executives

    1 week ago

    Singapore AWFULLY CHOCOLATE Full time

    As a Retail Executive, your primary duty is to assist to oversee , organise, and run the day-to-day operations of our retail store and lead to motivate our team to provide positive vibes and excellent customer service.· Assist the Head of Retail in managing the daily operations· Drive sales and ensure that sales targets are met.· Manage stores stocks and...

  • Boutique Manager

    4 weeks ago

    Singapore APEX RETAIL PTE. LTD. Full time

    Roles & ResponsibilitiesJob Highlights High base and even higher commissions and bonuses Fun and energetic work environment in premium locations Medical insurance and additional benefitsJob DescriptionWe are looking for a high-performing and motivated Sales Manager to help us meet our customer acquisition and revenue growth targets by keeping our company...

  • Sales Executive

    4 weeks ago

    Singapore CHOW TAI FOOK JEWELLERY SINGAPORE PTE. LTD. Full time

    Roles & ResponsibilitiesAbout usChow Tai Fook Jewellery Group Limited (the “Group”; SEHK stock code: 1929) was listed on the Main Board of The Stock Exchange of Hong Kong in December 2011. With an extensive retail network in China, Japan, Korea, Southeast Asia, the United States and Canada, as well as a fast-growing smart retail business, the Group is...

  • Retail Operations Executive

    3 weeks ago

    Singapore Novela International Pte. Ltd. Full time

    About NovelaNovela is Singapores first international multi-brand beauty retail store. Keeping up with the latest trends, Novela aims to capture the hearts of beauty shoppers with a wide range of luxury beauty products including skin & body care, fragrances and makeup.Novela's logo is a black quill pen, which is symbolic of a woman's beauty, elegance and...

  • Retail Operations Executive

    3 weeks ago

    Singapore NOVELA INTERNATIONAL PTE. LTD. Full time

    Roles & ResponsibilitiesAbout NovelaNovela is Singapores first international multi-brand beauty retail store. Keeping up with the latest trends, Novela aims to capture the hearts of beauty shoppers with a wide range of luxury beauty products including skin & body care, fragrances and makeup.Novela's logo is a black quill pen, which is symbolic of a woman's...