Job Summary
The people here at Apple don’t just create products — we build the kind of wonder that’s revolutionized entire industries. It’s the diversity of our people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple and help us leave the world better than we found it! Inclusion is a shared responsibility, and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work. Join the Apple Retail Online VOC team and be at the forefront of shaping the digital shopping experience for our customers around the world. We're looking for a candidate with a deep understanding of the needs and preferences of online shoppers, a customer-centric attitude, and the ability to distill complex information into clear and actionable insights.
Key Qualifications
- To be considered for this role, you must have at least 2 years of experience in the roles of RCC Trainer, Contact Center Coach, QPM, Supervisor, or Area Manager. This experience should be current.
- Embrace an empathetic approach and put yourself in the customer's shoes. Your ability to understand their perspective is paramount. While leveraging Apple's data resources is vital, trust your intuition to guide you in shaping customer experiences that truly resonate.
- Dive deep into the customer experience by analyzing various factors, including context, expectations, content, functionality, delivery options, and payment methods. Use research teams, data analysis tools, reporting dashboards, and self- service methods to identify and address customer experience challenges effectively.
- Synthesize, synthesize, synthesize! Bring together diverse information sources to uncover the root causes of problems and identify effective solutions. Your talent for distilling complex issues into clear, easy-to-understand narratives and delivering persuasive presentations to senior executives will be invaluable.
- Navigate Apple's complex ecosystem by collaborating cross-functionally, both within and outside Apple Retail. Solving customer issues often requires contributions from numerous individuals across the company. Work collaboratively to lead change and successfully implement projects.
- Makes space to listen, learn, and amplify diverse perspectives and experiences. Actively seeking out opportunities to champion and celebrate inclusion and diversity.
- Fluent in English in order to work across regional teams
- Proficient Mandarin skills (verbal, reading & writing), as the working content will predominantly be written in Chinese
Description
If you're passionate about driving customer-centric transformation, possess a keen eye for detail, and excel at connecting data for actionable insights, we invite you to apply. Join Apple in making a tangible impact on customer satisfaction and loyalty.
- Utilize data analysis and collaborate effectively across teams to identify transformational opportunities.
- Gain a deep understanding of e-commerce trends in APAC and articulate market services, including purchase flows, communications, payments, and deliveries.
- Improve the clarity of our messaging while preserving Apple's brand across channels.
- Collaborate with Product Management and Operations as a local customer expert.
- Present customer insights to senior executives and communicate nuances driving APAC customer experiences.
- Establish comprehensive connections within Apple to address Voice of Customer (VOC) issues.
- Work closely with Contact Center and Operations to resolve non-capital level issues.
- Leverage your unique perspective to identify solutions that benefit customers by analyzing vast data sources.
Education
BS/BA degree, MS/MA/MBA a plus extensive experience in a customer-focused role in e-commerce
