Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard. But the job comes with more than a few perks.
Europe Executive Relations is the essential link between Apple customers and Apple’s executive team, Public Relations, Investor Relations, Apple Legal and Sr. Director of Customer Care in solving complex and sensitive issues.
How this translates into day-to-day activities, is based on what we receive from these groups on a daily basis. In the past we have been involved with sensitive PR issues, Legal matters or investigating if a claim from a customer is valid and damaging to Apple in any way. The responsibility of an Executive Relations Liaison is to find root cause and feedback to the business possible resolutions. Also, part of the job is limiting damage to Apple’s reputation and to ensure the business is aware of emerging issues.
•Exceptional Customer Satisfaction skills.
•Fluency in English verbal and written skills.
•A passion for customer service.
•Strong Technical aptitude.
•Resourceful and flexible.
•Proven Judgment, negotiation and problem solving skills.
•Superior interpersonal skills.
•Outstanding follow through and organizational ability.
•Fluency in a second European language a distinct advantage.
•As the Executive Relations position has high visibility both to our internal and external customers, the candidates who are successful have usually achieved an exceptional standard in their current positions. They are highly regarded by their manager and peers and have proven themselves previously through project work and/or root cause.
•Hiring can typically occur from the Senior Advisor group in Customer Relations or the Tier 2 Senior Technical Support Team within AppleCare. Other groups with relevant experience would be the Apple Store After sales department or our Enterprise group.
•At a minimum the following is required;
•3-4 years experience in a Customer Relations or other customer support environment
•Must be proficient with Macintosh hardware and the Macintosh OS
•PR experience a distinct advantage
*Responsible for, damage control, customer recovery and retention. Work under aggressive time commitments.
*Work with Apple’s most demanding, influential and high profile customers with responsibility for communicating official positioning on company issues.
*Develop creative solutions to complex customer problems.
*Identify and escalate emerging product or customer dis-satisfiers.
*Identify opportunities for operational improvements and suggest improvement strategies.
*Empowered to use judgment when balancing company and customer needs.