Working at Customer relations at Apple means that you are an escalation point to other departments within Apple.
Every day I get customers transferred to me, on the phone, who have had a more or less bad experience in regards to our products or with our company in general.
I make decisions on a case-by-case basis as no situation is identical to any other.
I make decisions regarding warranty exceptions. I also escalate internally for repair refunds and repair issues.
I reach out to various Apple service partners and resellers in order to work for resolutions to customer problems.
I have learned to become assertive, to take own initiatives and to see every situation from several points of views. I represent a well known company and must adhere to company values, but at the same time I always look for the customer's best interest.
I respect my management and have always felt that they listen to the employees.
In my department we work in teams, and we all share our knowledge and help each other when needed.
Because such a wide variety of issues can end up in my department, I can not always provide the customers with the resolution they want. The hardest part of my job is to deny a customer their request, however reasonable or unreasonable the request might be. Because my job is to turn around a bad experience, it is crucial for me to gain an agreement of the resolution with the customer. That is not always possible.
The most rewarding and enjoyable part of my job is to know wh
I went into Google with my own filters and expectations on what the experience would be like and what I would end up doing.
I started in September 2013 as a Technical Support Expert which involved taking direct calls from our end users of all iOS Devices and help them resolve their queries over the phone. Since, I had never used an Apple Device before joining Apple, It wasn't easy in the beginning but with time I learned a great deal from the colleagues and went on to become the "Best Performer of the Quarter".
I then moved on to take the senior role where my duties involved taking consults from the Tier 1 members and giving them advise as to how to resolve issue on not just iOS but CPU (MacBooks and iMacs) devices. I would also take over the call if the customer on the other end is not entirely satisfied with the resolution provided by my colleague in the Tier 1 department. I would then use my customer service and positioning skills to pacify the customer and make them understand as to why this resolution is in place.
After spending 6 months in the senior role, I joined the Senior Specialist position. My areas of responsibilities in this role would include Improving team performance by being able to coach to behaviours, with particular emphasis on customer reten- tion and recovery. Investigating and analysing problematic issues and see through to completion.
Assisting in the development of the department teams through roundtables.
The most enjoyable part of the job
The payroll team in Apple, Cork is one of the worst places i have ever worked. They treat the employees like slaves and there is a lot of favouritism going on. There is a blame-shifting technique that managers and team leads master and follow without a pinch of guilty.
If you love your life, then run away from this place. They boast about how much they care about their employees but it is all a white lie. 3 employees resign from a particular team within 3 months because of the manager. If you think about complaining to the HR or ER team, forget about it. The HR team is shady to an extend i can't even explain. They are rude and insensitive and are worse than con artists.
The perks that you receive in Apple will not sum up to the stress and depression yo undergo in that place.
There is zero work-life balance and the payroll analysts go home every day at 6 or sometimes 7 (remember that the shift ends at 4.30). The management boasts about the lack of micromanagement but that is a big white lie. They monitor everything you do and use that against you. Dont even think about taking sick leaves when you are on probation because they will surely use that against you. There is no training or induction for you and you are supposed to do work from the day of your joining and higher management dont seem to care even if you complain about it unless something goes wrong. And when something goes wrong, get ready to take responsibility because they want scapegoats.
ConsLong work hours, Blame shifting policy, No work life balance, Immense work pressure, Favouritism, No training, No respect or recognition, Expected to work and take responsibility for the mistakes of management.
Your scope of support will be huge, you will receive ridiculous trainings that won't make you ready for the job, since their mentality is "learn as you work. Any job in Apple Care will be the most stressful job you have ever had. The demanding is too much. The interest for the mental health of the advisor is ZERO. You will finish your shift so exhausted that you won't be able to do anything else. You will get mostly depressed throughout the experience, but you will find hard to start looking for another job because you have no energy. There is no amount of money that worths your depression. Apple is a company that promote employee's wellness but the truth is that they have no interest in your wellness, but what they care about is only stats. You will find very hard to have a career unless you have friends inside. When you want a promotion, the management will set up an interview for you, but in most cases they already know who are going to hire, there is no respect for you in this circumstance, but they call you for the internal interview only because legally must give you the chance if you have the skills requested. Working in Apple Care would ruin your life and would make you feel powerless. People take very easily a nervous breakdown. If you have the chance and you are not desperate, choose another company to work for, don't make a terrible mistake.
ConsNot fair interviews and careers, It's a mafia, Awful trainings, You are only a number, Extremely stressful wide scope of support, Absolutely avoid a department where you get calls
You'll start the day on calls that could be a stretch of 30mins-3hrs. Varying breaks and other time off during the day makes it fair. Time management and self discipline are extremely important in this job.
Going into the role of technical support I already had a great interest in technology and a desire to help others. It's this common interest in both areas that makes the job much less stressful and complex than it might otherwise be. The combination of initial training, ongoing training, and the push to perform just makes you feel like Apple wants you to be the best you possibly could be without going over the edge.
It's not a job for everyone and you need to be in the right headspace to excel. The job was fairly tricky for the first few months but was quick to get to grips with. Experiencing both late and early shifts I would say it's somewhat easy to adapt to but this is very much on an individual basis. It will or won't work for you. No review can answer how you will adjust, that's up to you to discover.
In addition to the daily work you reap the benefits of working for the best technology company on the planet. Health & dental insurance, pension plan, stock options, and discounts across a range of products.
After my first year at Apple I really felt like I made the right move; thinking that I've become a better person because of where I work and what I do. Going on 5+ years in the job this still rings true with me.
High quality support and very team spirit working place
A typical day at work would be taking calls all day long, helping people and making sure they are satisfied at the end of the call.
I learned to deal with a variety of technical and non technical issues regarding Apple products (iPhones, iPads, iPods, etc...) on the phone and while managing a short time resolution for every customer. I learnt how to create follow up for some cases and work with other Apple groups in order to give the best response to the customer.
Regarding the management, I have like a special schedule adherence that I have to respect for calls, break, lunch, etc... I gather all the cases which aren't resolved but see with my customers when we can call each other if we need to create follow-ups for their issues. I can provide my contact details also for special cases in order for them to contact me if needed.
I have a very good relation with my co-workers because even though it is a one man job, we share feedback about issues or about inside problems which could impact us or our customers.
A typical day at work is very quiet as Apple's policy is to have much more people in than the activity to ensure that no customer contact will be lost.
I learnt a great deal on Logistics; Order Management; Complaints Management; Fulfilment operations and human nature.
Co-workers are professional and fun to work with.
Hardest part of the job is that due to the amount of people in, there is only pure work for 1 to 2 hours a day out of 8 hours. It therefore makes the day very long as there is nothing to work during the empty times.
In addition, the schedules are not fix and change every week sometimes every day which makes it quite hard for work/life balance and management does not assist in helping employees find arrangements to suit everyone when possible.
Most enjoyable part is the colleagues and exchanges with the company.
Also, the company is very decent when employees are leaving even if resigning one will get two months salary on average.
Pros3 Restaurants, full medical centre onsite, dentist, physiotherapists, GP, gym, package
Conslong hours, no negociations, shifts, ambiance, stress
He trabajado en el departamento de Apple Care como Customer Support Advisor, en Febrero 2017 promocionado a Senior Advisor, contrato indefinido y a tiempo completo.
Como iTunes Store Advisor ofrezco soporte técnico y servicio al cliente a los clientes del iTunes y App Store de Apple vía teléfono, chat e email sobre cuentas y facturación, descarga de adquisiciones/compras, autorizaciones y muchas otras categorías. Tengo que seguir pautas y procedimientos estándar que me ayudan a responder a nuestros clientes. Hay un énfasis en resolver preguntas frecuentes tan rápido y efectivo como posible - pero también en reconocer problemas más complejos y escalar estos asuntos de acuerdo a su naturaleza.
Como Tier 2 Senior Advisor tambien enseño a los nuevos advisors come tienen que hacer su trabajo y los goles de la empresa.
ProsSeguro medico privado, sistema de pensiones y acciones de la empresa, pago puntual, transporte subvencionado, modernos ambientes, propio iMac y telefono
ConsEl horario laboral es bien controlado
Mitarbeiter Kundenservice (m/w/d) | County Cork | 26 Mar 2021
Zahlen sind alles
Wichtig: Diese Punkte gelten nur für den Standort Cork in Irland und sprechen nicht für Apple in anderen Ländern wie Deutschland z.B.
- Fitnessstudio (wenn in Cork)
- Ärzte vor Ort, die man besuchen kann
- Psychologische Seelsorge
- großartige Betriebsfeiern (Motto-Partys ala Alice in Wonderland, Casino Royal, Fire & Ice Party)
- Sehr viele Benefits innerhalb der Stadt (bei Banken bekommt man sogar schneller eine Kreditkarte)
- Gute Aufstiegschancen bei guter Leistung
- Mitarbeiterrabatt für einen selbst und Freunde & Familie
- Sehr Zahlen-Performance versäßen
- Längere Zeit in einer Position (auch wenn man einen sehr guten Job macht) wird von einigen als negativ aufgefasst
- Leistungsdruck von oben
- Wohnungssituation in Cork und Umgebung (sehr teure Mieten und oftmals verschimmelte Häuser)
- Sehr striktes "Nicht meine Abteilung - Nicht mein Problem" denken
- KEINE Extrazahlungen von 13. Gehalt, Urlaubsgeld etc.
- nur gesetzliches Minimum an Urlaubstagen im Jahr
Zero Progression - Saving money with internal 6 month contracts
Absolutely zero progression.
All internal roles are 6month contracts then you rotate back to old role and they fill it with a new person so they don’t have to pay any employee an increase for a permanent role. It’s a way of keeping all support staff stuff in a rut.
I personally think they are trying to push a mass exodus of internal Apple customer support staff so they can farm out the work to 3rd party vendors in other countries. This would mean less salaries and benefits paid out.
A huge population of Apple employees have been WFH for over 10 years now but they have recently brought in new rules that any upward progression would require hybrid working in Cork. They have loyal hardworking staff who live in Donegal, Cavan, Mayo etc that can in no way do a daily commute to Cork even for one day a week. It’s shocking and shows how out of touch the leadership in Ireland is.
Seems to just be a way for them to justify the money spent on the campus now.
Only positives from the role are the health benefits.
I was a seasonal employee at Apple at the Saddle Creek location. Before I get started with my review I want to say that my ratings is based off my job being there as seasonal and not as a full time employee. If things weren’t handled poorly like they were my review would be completely different. I hope this store actually reads this so they can make better improvement in the future. I enjoyed working there and it was a very dynamic yet fun work environment however many of us seasonals don’t appreciate how they waited last minute to let us know who can stay on permanent or who can leave. Also, when we got hired they kept putting emphasis on us being seasonal and to me it felt as if they were kinda downplaying our role there. Some of the workers there are cocky but not all. The hiring process is VERY selective and if you get in don’t mess it up for yourself, but the pay is ABOVE average than most jobs. IT IS NOT A COMMISSION BASED JOB but you can get paid between $16-$18+ depending on experience. Many people came into the store and saw how fun it seemed to us and expressed them wanting to work there. We ALWAYS had a line at the door before we opened but the customers and enviroment was fun. They made us feel like we were doing too much by grilling them for answers like our livelihoods and bills weren’t at stake and I feel as if they handled the entire process poorly. They weren’t taking it serious to me and it seemed like they didn’t care because it didn’t personally affect the
Overall, a very positive experience, but quite challenging
In my 11+ years with Apple, I had some incredible experiences. I have worked in 7 different stores (three long-term, and four short-term) and met some amazing and talented people, and also made some great friends. I learned so many valuable skills along the way (functional/technical, customer service, and interpersonal) that I truly feel have made me who I am today. I was so proud to have worked for the most valuable brand and company in the world, and it was great to stay caught up with all the latest technology. I have owned, used, and sold so many different Apple products throughout the years - computers, phones, tablets, and software - all of which have enriched my life - and the lives of those I have worked with.
The workplace culture in my store was very positive overall. I felt as though we were a very close-knit family, a very well-oiled machine. There was virtually none of the typical "gossip" you'd find at other companies, and almost everyone got along with everyone else. Store meetings were very fun and very positive, not boring.
Throughout my tenure, I have built a very impressive set of customer service and interpersonal skills - just by the very nature of the company and my job, I have worked with a multitude of different cultures, ages, skill levels, abilities, and personalities.
The most enjoyable part of my job was when I felt a true connection with someone, and I was able to provide a solution that they never imagined at first, and we both felt co
ProsA clean, fun, and up-beat working environment, an incredibly diverse and talented team, ability to learn new things every day, relaxed dress code, good benefits
ConsUnrealistic expectations from management, too much reliance on numbers, not enough trust, a lot of micromanagement, extremely difficult to advance internally
This position for at home advisor is an apple care advisor.
My normal day as chat advisor starts with me logging in to the computer apple sent me 5 minutes before the shift so i can check email and get prepared for work.
As soon as your shift starts you will get busy. In chat we are expected to answer two chats at the same time. Each chat is expected to be resolved in 25 minutes or less. If the customer needs screen sharing we also do that.
In these 25 minutes you have to defuse the customer, assure, and provide support by troubleshooting or providing the appropriate response.
You will have to log all the interaction, case notes, followups, send emails to customers,
In this position you will not get holidays off, you will get them paid as holiday pay and overtime. So that's nice, however you can't be with your family cause it's super busy.
Schedules are according to your performance, what defines your performance is customer's feedback or surveys. Picture a very angry customer who just lost all his contacts in iCloud and you can't recover them. Or someone that purchased a stolen iPhone and can't activate it. Those customers will give you a bad survey based on their feelings about the company. This will affect your metrics and schedules.
If you're a super good advisor, you will get 1 weekend day off. They have 4days x10hrs or 5days x8hours schedules.
I started as an at home phone advisor, answered between 18-25 calls per shift. Calls can take as
ProsNot having to drive to work, saving money on lunch, 25% discount on personal purchases, paid training for two weeks, they force you to take all breaks and lunches.
ConsManagement, a lot of secrecy, schedules, always always busy, compensation.
My time at Apple (8.5 yrs) was a mix of being my best job ever to nearly killing me. When I started at Apple in AppleCare we handled one type of product. Some handled iOS products, some handled macOS products, some handled iTunes and on and on. 8 yrs later Apple has blended that support into one homogeneous mix. You are no longer an expert in one area, you are expected to be well versed in and support everything Apple releases. In addition to that , you’ll support every single country on the planet that Apple provides support to. This includes local and regional consumer law.
Apple outsources what seems to 80-90% of Apple care to other companies. Those companies are supposed to be held to the same impossibly high standards that Corporate AppleCare is. Sadly, they don’t seem to be. The transfers I got were the poorest quality customer support I’ve ever seen. There is definitely a hot potato mentality when it comes to dealing with either difficult problems or difficult customers. Get those things to someone else ASAP and let them deal with the poor customer survey.
AppleCare hierarchy seems to be so far from touching the customer that they have no concept as to what is actually going on with the customer base. What I mean by that is everyone who comes into AppleCare wants to get promoted to manager and above so that they’ll never have contact with an actual consumer. That contact ends with senior support advisors who are abused by customers, lower level advisors and team mana
ProsGreat pay and benefits
ConsYou’ll be be reminded how lucky you are to work for this company. A sure sign you need to move on.
Contractor with with Apple as the client. Completed a 1 year contract, was offered a 3 month extension but chose to not to take it.
Standard day is just the usual cog in the wheel stuff. Badge in, sit in front of a Mac, check emails for today's project, start pulling assignments out and work on today's project until lunch, eat for 30 minutes, go back to work until 4:00 PM and then badge out and go home.
Breaks can be taken twice, 15 minutes each but never directly together and you can't use them to leave early. If you come late, you have to stay later to make up for the lost time, but you come early, you still have to leave at the proper time. You have to arrive at 7:30AM and leave at 4:00PM no exceptions unless you approved with HR prior to starting.
Management is a lax until they're not. If your team is pulled into a meeting, chances are something has gone wrong, or the team isn't working fast enough. Due to not wanting to target anyone dragging the team down in particular, everyone is reprimanded for working slow even if you're not. These meetings tend to happen 1-2 times a month regularly. Upper management wants work done faster and faster. HR is efficient at what they do, which is both good and bad. Issues are solved quickly in a timely fashion, but every now and then someone will seemingly be removed for their position without a trace and no one will tell you where that person(s) has disappeared to. If you're there as a contractor, you're extremely expendabl
ProsDecent Pay, people are mostly courteous
ConsStrict rules with NDA, No benefits, inflexible hours, expendable workforce
Great company with amazing corporate culture. Coworkers are always fun, interesting, and generally creative in some way.
Typical day is like any retail sales, but it's very low key how you interact with customers. Genuinely answer customers questions, find their needs and wants, and offer a solution. Many times it's just talking to someone about your own personal user experiences. No hard selling or trying to make quotas. If you are stumped, just be honest and find a colleague who may be able to help. Generally conversation is not very "tech" based--it's good to know what is in the machine, but most solutions will revolve around more with how it helps a user. Practically any time you want training on a product, you can ask to leave the floor and watch online videos on the clock.
You don't need to be that techie to get hired--honestly, during the group interview, the folks that seemed to only ooze tech never got hired. You don't even have to be an Apple user! Being creative in some way probably is very helpful. Once on board, there is a two-day training to solidly get you up to speed. It's focused, but pretty fun as you interact with your future team members. (Out of all the retail jobs I've had, only two of them did very concise and thorough multi-day trainings before you even step onto the sales floor--Apple Store and Whole Foods.)
Management at our store was great, but your mileage may vary. But they do seem to attract and hire some of the best retail managers over
ProsGreat culture and coworkers, extensive discount programs with partners, commute stipend, solid training.
ConsUpset customers will be more intense than usual, can get VERY busy and stores can get VERY crowded, pay better than average retail but not by much
Apple Retail has devolved into just another retail job with above average benefits
Working in one of Apple's retail venues used to be prestigious, fun, exciting, and the growth potential seemed limitless. Over the last 5 years working in a retail store has dramatically devolved (ironically senior leadership calls this evolution).
Turnover is incredibly high, they've stopped all outside professional training opting instead for non-professional training in the back storage rooms (yes, storage rooms) of the stores by 'trainers' who themselves were taught in the same environment by others trained in the same storage room and so on.
The technical training is abysmal yielding so called 'technicians' most would not trust to touch their Mac or iPhone in any repair capacity if they knew how unprepared these 'technicians' truly are. And these 'technicians' won't be around long enough to even get good at what they do by trial and error because three quarters of their time will be spent in customer queues dealing with customer emotional turmoil over the many Apple quality and appeasement programs fixing design and manufacturing issues so the poorly prepared staff will burn out and leave for another job in normally about a year or less.
Apple has accepted this sad reality by realizing they need to constantly be hiring and internally training just to keep fresh seeming people on staff.
Where early on a retail employee was seen as vital with real tangible training and authority today they have to get permission for everything and amount to not much more than a
ProsWork with great people and better than average benefits
ConsThose great people move on fast and the stress is not worth the benefits
A typical work day starts with punching into the company provided Mac and logging into the call logging software. A few years ago this role was solely tech support, the last years and a half Apple has pushed almost ALL customer service responsibility onto its technical support advisors. They still advertise this role as tech support however at least half of the work is not tech support at all.
Example: I get quite a few calls about battery refunds, product recalls, and Beats headphones. These are not related to tech support but you will be expected by Apple to handle these calls. Once you are promoted to the senior support level you are also required to take over ALL angry customer calls escalated to you regardless of the issue. Escalations related to account recovery and activation lock are sensitive by nature and a lot times Apple advisors cannot help customers on the phone by design, this will setup the advisor for a negative survey score because the advisor simply cannot resolve the issue. Apple does not take responsibility for this and the advisor will be expected to handle the interaction and receive a positive score.
Unless you are a consistent high performer you will work on the weekend. The schedules offered for bids are not typical Mon-Fri work schedules, most schedules do not have consecutive days on/off, more of a scattered arraignment.
Example: Sunday, Wed-Fri 10a-9p is my current schedule. I do not work on Sat, Mon, Tues. These schedules change every 9
ProsWork from home
ConsVery little work-life balance, little opportunity for advancement, managerial favoritism is everywhere.
Innovative constantly evolving environment with constant challenges to professional development
Since that time I would say one of the greatest achievements I have reached is establishing strong trusting peer relationships. Taking the credo to heart and enriching lives, mine, my peers, who I share most of the time with, and finally our customers. Since I first started working at Apple I must have to say that my technology knowledge has exponentially grown at an incredible pace. Beyond the knowledge is the ability to communicate it to customers who at times are newcomers to Apple products. Finally and this has been a recent achievement I have been able to keep my timely assistance. I have always had trouble getting on time to places I blame it in part to my cultural heritage, but sometimes it was simply just overlooking the issue as irrelevant so long as I was within my 10 minutes. However all of that changed after sharing an experience with a friend at a trapeze lesson. I was made aware of the importance of timing. After that I have made a great effort to be on time or early. These three have also been my strongest developmental areas of growth this year.
The greatest disillusionment that I have had so far is the fact that I didnt get to carry through with the Spanish workshops for consumers. After constantly asking leaders to go through with them; getting the Spanish speaking staff on board; and even taking the initiative to make a presentation to make the case of how it is part of our credo part to enrich the lives of our costumes with our products and services I was
I worked in the Maps team as a data editor. It is a one year contractor position but they made it sound like an opportunity to get your foot in the door. It isn’t. Don’t fall for it.
The job is repetitive and requires no skill. Hours can be strange, you will need to work either Sat or Sunday. They train you pretty well so no need to worry. The contractors are generally all very nice and diverse, all eager to create a workplace bond that Apple does not encourage. Apple prefers to keep a strict divide between contractors and full time employees. You will feel it very acutely. You can eat at the cafeteria but you can’t use the gym. Don’t even think about attending regular happy hours. Full-timers generally are weary and aloof around contractors.
It’s a bit sad how people fell for the “foot in the door” tag line and found themselves in a job that often is way beneath their skillset. I’ve seen coworkers with phDs and master degrees who realized the trap they fell into after training ended. Team morale depends on your manager, some are very approachable while others are standoffish.
Upsides are cool contractor coworkers, decent pay in a nice office environment, ability to work from home during covid, and...that’s about it. Occasionally they will have free food in the parking lot that you can attend in your allotted break period. Oh they clock bathroom visits and breaks meticulously just to make sure you are not wasting their time. Nothing makes you more aware of your contractor
ProsBetter hourly pay than retail, nice office environment, plenty of parking, interesting coworkers who do the best to bond
ConsApple goes out of the way to exclude contractors and make them feel like they are super disposable, Job is repetitive and boring, No career advancement
Questions and answers about Apple
Why would you want to work at Apple?
Asked 4 Dec 2017
Because I love Apple and it’s a good quality product I have watch Apple
Answered 5 Jul 2020
I would love to work for Apple, I am a team player and my Experience with apple products would be knowledgeable, the idea of working at home with two teenage kids would really suit me, I love solving problems and am very determined and would learn a lot from this company.
Answered 27 Feb 2020
Do apply pay weekly, bi monthly or monthly?
Asked 29 Apr 2017
Weekly is my desired way to be paid.
Answered 9 Sept 2019
They pay monthly , great disadvantage if your trying to manage your bills .....
Answered 14 Jun 2018
How do you feel about going to work each day at Apple?
Asked 10 Apr 2019
Stressed and unhappy
Answered 27 May 2022
An horrible feeling.
Answered 30 Jan 2022
What is the interview process like at Apple?
Asked 7 Apr 2017
Answered 20 Jan 2021
Tough and rightfully so!
Answered 12 Jul 2019
What is the most stressful part about working at Apple?