Key Responsibilities:
- Customer Interaction:
- Greet customers warmly and engage in a professional and friendly manner.
- Understand customer needs and provide appropriate solutions or direct them to the right service personnel.
- Manage and resolve customer complaints promptly and effectively.
- Service Coordination:
- Coordinate with the technical team to ensure timely updates on repair status.
- Inform customers about service progress, delays, and other relevant information.
- Schedule appointments and manage the service calendar efficiently.
- Sales Support:
- Promote AppleCare and Protect Plus and other relevant service products to enhance customer satisfaction.
- Assist customers in understanding warranty terms and out-of-warranty service options.
- Documentation and Reporting:
- Maintain accurate records of customer interactions and service requests.
- Prepare daily, weekly, and monthly reports on customer feedback, complaints, and service outcomes.
- Customer Feedback:
- Conduct follow-up calls or surveys to gather feedback on the service experience.
- Analyze customer feedback and suggest improvements to service processes.
- Relationship Management:
- Build and maintain strong, long-term relationships with customers.
- Ensure repeat business by providing exceptional service and follow-up.
Key Qualifications:
- Education: Bachelor’s degree in Business Administration, Marketing, or a related field preferred.
- Experience: Minimum of 1-2 years of experience in a customer service role, preferably in a technology or service center environment.
Skills:
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities.
- Customer-focused with the ability to handle difficult situations with patience and empathy.
- Proficiency in using CRM software and basic knowledge of Apple products and services.
