Job Description

Customer Advocacy Advisor

Austin, Texas, United States

Support and Service

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Summary

Posted: Mar 26, 2021

Role Number:200228991

Home Office: Yes

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. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you! Crafting great customer experiences and team experiences is paramount at Apple. The Customer Advocacy Team provides technical support to Apple's customers and mentorship to their internal team. The team gathers and logs data to support customers needs. Advisors perform the role independently and collaboratively. They understand implications of work and make recommendations for solutions to process and procedures. It is required that trainings for this role are completed on time.



Key Qualifications

Key Qualifications

* Apple Chat Mac+ Tier 2 experience within the last six months is required.
* Handle each customers journey and create a positive experience, while maintaining quality standards, and meeting business guidelines.
* Efficiently resolve customers issues by listening to the customers needs, utilizing resources and tools, finding innovative solutions, and respecting our customers time. This may include ongoing investigations and maintaining responsiveness customers' expectations.
* Use balanced judgment, available tools, and resources to provide the best solutions for our customers and Apple.
* Protect our customers privacy by ensuring the integrity, accuracy, and confidentiality of their information.
* Provide feedback to peers and managers through various modes of delivery for discussion including one on one and team settings including many formats ranging from in person, in video, chat, and email.
* Advisors typically work Monday through Friday from 8am - 6pm CST. This schedule is subject to change based on business needs. Flexibility to work overtime and to be available for internal customers is expected. This may include working evenings, weekends, or non-consecutive shifts.



Description

Description

The Customer Advocacy Team collaborates with peers to provide constructive feedback on recommendations, shares their own recommendations and insights, and maintains evolutions within each investigation. They contribute to the development of new and existing processes and recommend new procedures that benefit customers and frontline employees. This team also works closely with the training and development teams to build training content for Apple's support teams. The team partners directly with other teams to collaborate on investigations. The Customer Advocacy team navigates difficult interactions in a professional manner. Data entry and typing notes for every customer interaction, record keeping, and researching is required. The team completes surveys noting the responses with integrity and accuracy. Advisors interact with internal and external customer contacts via phone, text, or chat, while typing to research issues, and to review and update customer account information, work towards resolution, and provide an excellent customer experience at the same time. This team communicates instructions and key practices to peers and managers in one on one and team settings verbally and in written communication using all types of media.



Education & Experience

Education & Experience

Bachelors degree or equivalent work experience.



Additional Requirements

Additional Requirements

* This position is performed on-site at our Austin, TX campus.
* Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
* Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace.

Submit ResumeCustomer Advocacy Advisor

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