Team Manager, Retail Customer Care

You Lead a team to deliver outstanding pre and post sales customer service around Apple’s product lines. Set the right goal, targets and expectations for the frontline team to follow, own the team to achieve excellent customer happiness, business results and related KPIs. Ensure the scheduling adherence and efficiency in the team. Generate reporting and performance data from different resources. Analyze business trends to facilitate key business decisions. Identify and close the gaps in process, training, communication which can impact the customer or specialist experience. Handle tough customer critical issue from frontline specialists. Hire, retain and develop the top talents, ensure the team morale. Minimum Qualifications Proficiency in the following: English and Mandarin to support customers in respective regions. Role models inclusive leadership behaviors and embraces their responsibility to build, develop and retain diverse teams. Makes space to listen, learn, and amplify diverse perspectives and experiences. Team management experience. Confronts barriers to greater inclusion with tenacity, care and commitment Excellent communication (oral and written), interpersonal and presentation skills Skilled at handling and being a phenomenal partner Good at translating ‘techno-speak’ into “amateur's” terms Exhibit composure under pressure Preferred Qualifications Previous people-facing roles where the emphasis has been on quality of service 5+ years experience, 2 years or above experience in leading a team to provide extraordinary customer service