SGSEA Service Team Lead, Retail Customer Care

Summary

At Apple, we believe in creating experiences that delight our customers at every touchpoint. We’re looking for a dynamic and empathy Customer Service Team Leader to inspire and guide a specialized team of Customer Service Specialists dedicated to providing world-class support for our Apple Store Online and Retail customers.

Description

In this pivotal role, you will be at the forefront of ensuring exceptional customer experiences. You'll empower your team to navigate a wide variety of inquiries, from detailed order information to complex order escalations, ensuring every interaction reflects Apple's commitment to excellence and repairs relationships when needed. Beyond day-to-day operations, you'll champion team well-being, foster a high-performance culture, and leverage insights from customer interactions to identify systemic issues and drive impactful process improvements to elevate our overall service delivery.

Responsibilities

• Lead, coach, mentor and develop a team of Customer Service Specialists, fostering a culture of excellence, accountability, and continuous improvement.
• Champion team well-being, promote a positive and supportive work environment.
• Conduct call review and provide regular coaching, feedback, and performance reviews to drive individual and team growth, ensuring specialists are equipped with the skills to resolve diverse and challenging customer situations.
• Conduct regular 1:1 meeting, daily team huddle, weekly team meeting, bi-annual performance review conversations.
• Oversee the resolution of a wide array of customer inquiries related to Apple Store Online orders and Retail store information.
• Act as an expert escalation point for complex or sensitive customer issues, guiding your team to deliver timely, effective solutions and rebuild customer confidence.
• Ensure all customer interactions are handled with empathy, expertise, and efficiency, and embodying Apple’s world class experience.
• Monitor and analyse team performance against key metrics, including but not limited to resolution rate and customer satisfaction.
• Actively solicit and represent the Voice of Customer to identify systemic issues, pain points, and opportunities for process, policy, and tool enhancements across the customer service network.
• Collaborate effectively with cross-functional teams to implement impactful improvements that elevate the overall customer journey.
• Contribute to knowledge base and internal documentation, ensuring specialists have access to up-to-date information and resources.
• Support the planning and rollout of new projects, initiatives, promotions, product launches, ensuring that the service network is well-prepared and informed to handle evolving customer needs.
• Represent the customer’s voice in project meetings and internal discussions, advocating for improvements that enhance the overall customer experience.

Minimum Qualifications

• Minimum 3 years of leadership experience managing a fast-paced customer service team, with a strong emphasis on coaching, mentoring, and performance development.
• Proven track record in ability to coach, develop, and motivate a diverse team to achieve high performance and foster well-being.
• Proven track record in identifying and translating insights from customer interactions into impactful process improvements.
• Superior analytical skills to identify trends, interpret data, and translate insights into actionable improvements.
• Exceptional problem-solving and decision-making skills, with the ability to navigate complex customer situations and drive effective resolutions.
• A genuine commitment to delivering an unparalleled customer experience and a deep understanding of customer engagement.
• Outstanding written and verbal communication, with a talent for conveying empathy and clarity.
• Fluency in English is a must.
• May require working non-standard business hours such as evenings, weekends and public holidays.

Preferred Qualifications

• Experience in process re-engineering and project management.
• Fluency in Bahasa Melayu is a plus.
• Experience in e-commerce is highly desirable.

Apple is an equal opportunity employer that is committed to inclusion and diversity. Apple provides reasonable accommodations to applicants with disabilities and in accordance with local requirements. Apple is a drug-free workplace.