Executive Relations Team Manager
Apple
Shanghai
3天前

Summary

At Apple, we believe that hard work, 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.

The RCDX Executive Relations team is looking for a Team Manager who will lead a group of specialists with a penchant for innovation and passion for customer service, and who find creative solutions for complex customer situations.

As a Team Manager, you will be available for your team during their shifts, which may include evenings, weekends and / or holidays.

If this sounds like you, you could be the next RCDX Executive Relations Team Manager. We’re committed to helping employees explore their potential.

Key Qualifications

  • 2+ years management preferred
  • Experience leading a support function in a professional environment
  • Contact Center experience preferred
  • Customer Service experience preferred
  • Be a motivated self-starter
  • You demonstrate an unparalleled attention to detail
  • Excellent time management and organizational skills
  • Able to build authentic business relationships with multiple dependent partners
  • Ability to work quickly and effectively under deadline pressure
  • Excellent influencing skills and ability to work with key business partners
  • Establishes relationships and seeks to understand what motivates individuals
  • Leads a standard for high-quality work by consistently meeting and exceeding performance goals
  • Strong and effective written and verbal communication skills with the ability to tailor your message to your audience
  • Solution oriented leader who demonstrates creativity and curiosity
  • Description

    We are responsible for customer service recovery, the RCDX Executive Relations Team responds to critical customer issues from Apple’s Executive Team, Public Relations, Apple Legal, and Investor Relations.

    The team handles a wide range of complex problems, including the company’s most serious, sensitive and visible customer satisfaction issues.

    We communicate official positioning on company policy, develop creative solutions to complex customer problems, and identify and escalate on opportunities for operational improvements.

    The Executive Relations Team Manager is responsible for providing daily supervision and promoting the development of team members on the RCDX Executive Relations Team.

    You are a customer focused person who is self-motivated, friendly and has a passion to solve client issues in an efficient and effective manner.

    In addition, you will field reporting asks from senior leadership and other partner teams.. Our representatives will utilize excellent decision-

    making, judgment and communication skills to respond to calls from customers regarding products and orders. You will have experience working in a fast-

    paced customer support and B2C e-commerce environment. You will : - Meet standard performance goals- Participate in hiring and training development as needed-

    Perform HR and administrative duties- Hold weekly staff meetings- Conduct employee one on one’s and yearly focal reviews-

    Actively manage the performance of the team- Define goals and expectations for direct reports- Measure and report attainment of team goals-

    Monitor agent training requirements- Share best practices- Seek and take action on improvement opportunities- Genuinely engaged in and supportive of cultural diversity-

    Engender a strong team spirit and promote a happy, safe working environment

    Additional Requirements

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