Role Overview
The Customer Relationship Executive (CRE) is the first point of contact for customers visiting the Apple Authorized Service Center. The role focuses on delivering excellent customer service, handling service requests, coordinating repairs, and ensuring a smooth end-to-end customer experience in line with Apple service standards.
Key ResponsibilitiesCustomer Handling
- Greet customers and understand issues related to Apple devices (iPhone, iPad, Mac, Apple Watch, etc.).
- Create service jobs by accurately capturing customer details and device information.
- Explain warranty status, service procedures, repair timelines, and applicable charges.
Service Coordination
- Coordinate with technicians to track diagnosis and repair progress.
- Update customers regularly on repair status (in-progress, parts awaited, ready for pickup).
- Ensure proper documentation for device intake and delivery.
Billing & Documentation
- Generate estimates, invoices, and collect payments as per process.
- Handle buyback, replacements, DOA cases, and escalations as required.
- Maintain accurate records in Apple systems and internal trackers.
Quality & Compliance
- Follow Apple Authorized Service Provider (AASP) guidelines and SOPs.
- Ensure data privacy, device safety, and customer consent procedures.
- Support audits, reports, and compliance requirements.
Customer Experience
- Resolve customer concerns professionally and escalate when required.
- Encourage customer feedback and Google reviews in a compliant manner.
- Maintain high CSAT and service quality standards.
Skills & Requirements
- Graduate or equivalent (preferred).
- 1–3 years of experience in customer service / retail / service center roles.
- Good communication skills (English + local language).
- Basic computer knowledge and ability to work on service management systems.
- Customer-centric attitude with problem-solving skills.
Job Type: Full-time
Pay: ₹18,000.00 - ₹25,000.00 per month
Work Location: In person
