Director - AppleCare Call - Apple - Austin

Job description
You’re a problem-solver and amazing with people! You’re enamored by the way things operate, comfortable with change, and have the ability to keep a level head when things go wrong. You can multitask across systems and applications. You have excellent verbal and written communication skills, as well as the ability to effectively prioritize and manage your time. If this sounds like you, you could be part of our AppleCare CDEA Research Team.


Key Qualifications

Analysis and Problem Solving Skills
Ability to Identify business process solutions that increase efficiencies, improve customer satisfaction and drive scalability
Ability to effectively provide feedback to enhance the advisor & customer’s experience
Demonstrated ability to be resourceful and flexible with changes
Excellent English written, verbal and interpersonal communication
Detail Oriented
Team player
Ability to work independently and be self-directed
Ability to manage multiple projects within tight timeframes
Outgoing and compassionate personality with the ability to empathize with customers and coworkers
Able and willing to take on new roles, assignments, and responsibilities as needed
Excellent time management and organizational skills
Minimum typing speed of 35 wpm

Description

As part of the AppleCare CDEA Analyst Team, you will be instrumental in providing both a world class customer experience. and insight back to Apple to drive process and procedure improvements. The Customer Director Eligibility Advisor is the first, friendly voice of Apple, responsible for gaining a thorough understanding of the customer’s reason for calling AppleCare and making sure they reach the correct group to have that issue resolved. They are also tasked with identifying gaps in current CDEA procedures, AppleCare processes, and identifying opportunities to provide a better overall customer and advisor experience.

Education

BA/BS or equivalent work experienc

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