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At Apple, we believe in hard work, lively environment, and the kind of creativity and innovation that only comes about when talented people from diverse backgrounds approach problems from varying perspectives. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. We believe each customer interaction is an opportunity to delight, engage, and encourage – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with YOU! Retail Customer Care team is Apple's eCommerce platform for interacting with customers through chat. We are looking for motivated and customer-focused individuals who want to offer Apple customers an unparalleled customer experience. Description The ideal candidate will have experience working in a fast-paced B2C e-commerce environment. Retail Customer Care support specialist will receive training to enable them to learn and support customers. - You will interact with online customers for our Tmall online store, assisting with order-related inquiries. - You are required to provide prompt and professional support to customers via chat, ensuring clarify and empathy in all interactions. - You need to handle order-related requests, including changes, cancellation and returns, while following company policies and guidelines. - You will maintain a customer approach, ensuring a seamless and positive experience. - You are expected to take initiative in problem-solving and contribute to process improvements. - You are expected to work collaboratively with internal teams to resolve customers concerns efficiently. - You are expected to demonstrate resilience in handling challenging situations and adapting to changing processes. - You are expected to stay agile and open to learning new tools, policies and workflows to enhance performance. - You are expected to achieve performance goals set out by the business while providing an excellent customer experience. Minimum Qualifications - Makes space to listen, learn, and amplify diverse perspectives and experiences. - Actively seeks out opportunities to champion and celebrate inclusion and diversity. - Passion for communicating with customers and a strong desire for professional growth. - Strong written communication skills with the ability to convey information clearly and professionally. - Problem-solving mindset with the ability to analyze issues and find effective solutions. - Demonstrated ability to collaborate, adapt to change, and remain action-oriented in a fast-paced environment. - Resilient mindset with a commitment to achieving results and providing excellent service. - A team player who instills trust and actively contributes to a positive work environment. - Ability to type in excess of 60 WPM with 95%+ accuracy. - Flexible schedule, ability to work on shifts including weekends. - Mandarin communication skills with verbal and written. Preferred Qualifications - English communication skills with verbal and written preferred. - Previous exposure in a customer-facing environment. - Function well in a dynamic, performance-based customer facing environment where results are monitored, recorded and assessed. - Bachelor’s degree or equivalent experience.