What are the responsibilities and job description for the Carpe Facto Advisor position at Apple?
Summary
Posted:
Role Number:200512571
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.
Key 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
Description
- Handle each customer’s journey and create a positive experience according to Apple's 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 the 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’s time. 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, 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.
- Inclusion is a shared responsibility and we hold ourselves and one another accountable for fostering a culture where everyone feels seen, heard and inspired to do their best work.
Education & Experience
Additional Requirements
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