SummaryPosted: Dec 19, 2024Weekly Hours: 40 Role Number:200570256We are seeking to fill a position of Retail Customer Care Team Manager to join our team. Retail Customer Care team is Apple's eCommerce platform for interacting with customers through the web and phone. At Apple, we believe in hard work, lively environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. We believe each customer interaction is an opportunity to delight, engage, and encourage – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with YOU!DescriptionDescription- Lead a team to deliver outstanding pre and post sales customer service around Apple’s product lines. - Set the right goal, targets and expectations for the frontline team to follow, own the team to achieve excellent customer happiness, business results and sales related KPIs. - Ensure the scheduling adherence and efficiency in the team. - Generate reporting and performance data from different resources. - Analyze business trends to facilitate key business decisions. - Identify and close the gaps in process, training, communication which can impact the customer experience. - Handle tough customer critical issue from frontline agents. - Hire, retain and develop the top talents, ensure the team morale.Minimum QualificationsMinimum QualificationsRole models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teamsMakes space to listen, learn, and amplify diverse perspectives and experiencesTeam management experienceConfronts barriers to greater inclusion with tenacity, care and commitmentExcellent communication (oral and written), interpersonal and presentation skillsSkilled at handling and being a phenomenal partnerGood at translating ‘techno-speak’ into “amateur's” termsExhibit composure under pressureProficiency in the following: English, Mandarin and Cantonese to support customers in respective countriesKey QualificationsKey QualificationsPreferred QualificationsPreferred QualificationsPrevious people-facing roles where the emphasis has been on quality of service5+ years experience, 2 years or above experience in leading a team to provide extraordinary customer serviceEducation & ExperienceEducation & ExperienceAdditional RequirementsAdditional RequirementsMore