• Providing a high caliber Customer interaction as measured by Apple’s call quality reports, call audits, and customer satisfaction survey;• Providing pre-sales consultative solutions, which explain features and advantages of Apple Products to Customers who call Retail Contact Center Sales and Service;• Logging of correct and valid orders and accurately logging all Saved For Later (“SFL”) opportunities;• Selling and providing sales support for Apple Products to drive incremental revenue while ensuring the highest level of Customer Satisfaction Survey scores;• Presenting to the public a strong working expertise in all Apple Supported Products (now and in the future) as measured by Apple’s call quality reports, call audits and Customer Satisfaction Survey scores;• Ensuring innovation and quality in all Customer interactions as measured by Apple’s call quality reports and Customer Satisfaction Survey scores;• Capturing all required data elements in Apple’s internal Online Store and other systems of record as required by Apple’s training and operational procedures; and• Maintaining a general awareness of Apple’s strengths in the industry.
Qualifications
Requirements/Skill•Educational Attainment: Sales: Degree, Diploma with CS/BPO experience. If Diploma, must have at least a year of Sales experienceService: Degree, Diploma with CS/BPO experience. Highly recommended is with Bachelor’s Degree, if Diploma must have at least a year of BPO/CS experience•Industry Experience: Sales: Preferable with 1 year Sales (BPO) background voice support. If no BPO experience, must have a year of Sales experience (F2F, virtual/calls)Service: Preferable with 1 year CS (BPO) background voice support. if no BPO experience, a year of experience in customer service environment•Language Competency: Sales/ Service: EN C1, Malay C1Must meet competencies on both languages SHL/Hallo AI•Skill Competency: Sales/ Service: EN B2, Malay B2Must meet competencies on both skill languages using Mock Call Assessment•Technical Competency: Product Background - Preferably technology savvy and familiar with iOS and/or macOS, or comparable technologyTyping Speed - 40 WPMComputer Literacy - Good to have, passed customer literacy assessment•Work-From-Home Environment Readiness1. Agreed to work from home in case of BCP activation2. Must have a dedicated personal workspace conducive to work from home3. Internet speed dedicated to the specialist should be atleast 12mbps4. Specialist should have control over the usage of internet5. During WFH scheduled hours, internet should be 100% dedicztaed to the specialist's work as indicated on the Statement of Understanding document that the specialist will sign prior to WAH deployment5. Internet connection must have a LAN cable connectionKey Characteristics of successful speiclaists include but are not limited to the ability to be/have:a. Empathetic and customer focusedb. Self Startersc. Ambitiousd. Enthusiastice. Confidentf. Attention to detailg. Proactiveh. Multitaski. Mature enough to sustain through initial learning curvej. Experience in high-volume contact centers or call centersk. Communicate effectively and succinctlyl. Deal with ambiguity effectivelym. Ability to problem solven. Ability to handle fast pace inbound call center environment.o. Assisted Sales Advisors should also possess prior sales experience, motivated by specific revenue goals and metrics accomplishment.
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