Summary
Posted: Oct 29, 2024
Role Number:200576406
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! Carpe Facto Advisors are responsible for gathering information from customers that AppleCare Engineering requests. This process requires skills in thorough probing, relationship building/repairing, and thorough documentation. They are expected to provide a world-class experience for our customers while investigating the customer's issue and documenting detailed notes.
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Description
-Handle each customer's journey and create a positive experience according to Apple Support Credo, quality standards, and business guidelines -Troubleshoot methodically from least invasive to most invasive, test and document results of each step performed with the ultimate goal of identifying root cause what drove them to contact AppleCare -Efficiently and accurately document each interaction meeting the requirements of each investigation by thoroughly probing and documenting with integrity complete and thorough notes for every required item requested -While gathering required information and logs, resolve customers' issues by listening their needs, utilizing resources and tools, finding innovative solutions, and respecting our customer'stime. This may include ongoing contacts for commitments and maintaining responsiveness to customer's expectations -Support internal (Apple employee) and external (end user) customers via various communication channels that include chat, text, phone, email, and web based message boards -Use balanced judgement, available tools, and fiscal responsibility to provide the best solutions for our customers and Apple -During consultations or escalations, be respectful and positive. Assess comprehension during the consultation and respond to the needs of both the internal and external customers. This may require taking over a customer interaction to best support the external customer. -Build rapport and communicate effectively with a wide variety of customers, according to their needs and communication styles. Foster trust, offer compassion and use interpersonal skills to repair the customer's relationship with Apple -Protect our customers' privacy by ensuring the integrity, accuracy, and confidentiality of their information.
- Must be a current Senior AppleCare Advisor trained to support iOS and Mac calls
- Previous participation in a Carpe Facto rotation is required
- Flexibility to work overtime, evenings, weekends, or non-consecutive shifts
- Ability to extensively use the keyboard and mouse to record detailed notes while speaking with customers over the phone
Preferred Qualifications
- Time Management, Planning, and Prioritization
- Multitasking
- Critical Thinking and Decision Making
- Analytical and Logical Deduction
- Technical and Diagnostic Proficiency
- Independent Problem Solving
- Working Relationships- Interpersonal and Collaboration Skills
- Conflict Resolution
- Written and Verbal Communication Skills
- Comprehension and Recall
- Makes space to listen, learn, and amplify diverse perspectives and experience
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
Pay & Benefits
- At Apple, base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The base pay range for this role is between $27.30 and $37.90/hr, and your base pay will depend on your skills, qualifications, experience, and location.
Apple employees also have the opportunity to become an Apple shareholder through participation in Apple's discretionary employee stock programs. Apple employees are eligible for discretionary restricted stock unit awards, and can purchase Apple stock at a discount if voluntarily participating in Apple's Employee Stock Purchase Plan. You'll also receive benefits including: Comprehensive medical and dental coverage, retirement benefits, a range of discounted products and free services, and for formal education related to advancing your career at Apple, reimbursement for certain educational expenses - including tuition. Additionally, this role might be eligible for discretionary bonuses or commission payments as well as relocation. Learn more about Apple Benefits.
Note: Apple benefit, compensation and employee stock programs are subject to eligibility requirements and other terms of the applicable plan or program.
More
- 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. Learn more about your EEO rights as an applicant.