Senior Customer Service Specialist - Retail Customer Care

Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there’s no telling what you could accomplish. At Apple, you’ll share in a commitment to excellence by delivering best in class customer service. We value integrity, personal accountability, teamwork, excellence, and innovation. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. Join Apple, and help us leave the world better than we found it!

Description

In the Senior Customer Service team, we are driven by our customers and employees. The team represents Apple as the company’s highest escalation point with the ultimate goal of restoring and strengthening the customer’s loyalty and faith in Apple as a whole. This team communicates official positioning on company issues, works closely with different departments to ensure a successful resolution of complex customer issues as well as identifies and suggests improvement strategies.

Minimum Qualifications

Proven ability to thrive in a fast-moving and varied environment
Strong interpersonal communication and active listening skills
Negotiation and problem-solving skills
Outstanding ownership and follow-through skills
Excellent communication skills in Japanese, both written and verbal, are a must to provide the best customer service to local customers.
Comfortable to use English in business settings. Reading and writing are required, while speaking is a plus
Bachelor’s Degree or equivalent practical work experience
Our customers require support 7 days per week, with morning and evening hours, including holidays. Schedule flexibility is a requirement.

Preferred Qualifications

A passion to provide exceptional customer service
Being resilient and cool under pressure with the ability to work quickly and efficiently under deadline pressure
Resourcefulness and flexibility
Unparalleled attention to detail
Able to make sound judgments, while understanding and balancing the needs of the customer as well as the needs of the company