Customer Service Consultant - Frontliner

Digits Trading Corporation; Quezon City; On-site; PHP 335,000 - 614,000; Full time

Job summary

Apple Authorized Service Center in Metro Manila seeks a Service Consultant to be the first point of contact for customers seeking technical support, repair services, and after-sales assistance.

You will deliver a world-class Apple customer experience through professional consultation, precise service documentation, and seamless coordination from check-in to release, while upholding privacy and Apple's standards.

Qualifications

• Bachelor’s degree in Business Administration, Hospitality, IT, Communications, or related field.
• Minimum 2 years in customer service, retail, hospitality, or technical support.
• Experience in consumer electronics or premium retail is a plus; Apple environment preferred.

Responsibilities

• Greet customers and deliver premium service aligned with Apple standards.
• Explain repair procedures, turnaround times, warranty coverage, AppleCare, and fees.
• Document check-in, intake, and repair orders per Apple service standards.
• Coordinate with technicians to ensure timely service completion.
• Educate customers about AppleCare and service programs.
• Manage appointments, queue, payments, and maintain records.

Skills

Customer service

Communication

Active listening

Problem solving

Documentation accuracy

Time management

Attention to detail

Technical communication

Relationship management

Conflict resolution

Education

Bachelor's Degree in Business Administration, Hospitality Management, Information Technology, Communications, or related field

Job description

The Service Consultant serves as the first point of contact for customers seeking technical support, repair services, and after-sales assistance. This role is responsible for delivering a world-class Apple customer experience by providing professional consultation, accurate service documentation, and seamless coordination throughout the repair journey—from device check-in to release.

As the face of the Apple Authorized Service Center, you will build customer trust through excellent communication, empathy, and operational excellence while ensuring compliance with Apple's global service standards.

KEY RESPONSIBILITIES

1. Customer Service & Consultation

• Welcome customers and provide a premium service experience aligned with Apple's standards.

• Understand customer concerns and recommend appropriate repair solutions.

• Explain repair procedures, turnaround times, warranty coverage, AppleCare benefits, and service fees.

• Manage customer expectations through clear, accurate, and timely communication.

2. Repair Intake & Documentation

• Receive customer devices for repair, diagnostics, warranty claims, or technical inquiries.

• Conduct device inspections and accurately document cosmetic conditions, reported issues, accessories received, and customer declarations.

• Prepare complete and accurate Job Orders in accordance with Apple service standards.

• Verify warranty eligibility, AppleCare coverage, proof of purchase, and customer information.

• Safeguard company-issued receiving devices (e.g., iPads) used during the service check-in process.

3. Customer Communication

• Provide timely updates regarding repair status through approved communication channels.

• Explain technical findings in a clear and customer-friendly manner.

• Notify customers regarding completed repairs, approvals, parts availability, or delays.

4. Customer Experience Excellence

• Deliver an exceptional end-to-end customer experience that reflects Apple's premium service philosophy.

• Resolve customer concerns professionally and elevate complex issues when necessary.

• Gather customer feedback and contribute to continuous service improvement.

5. Queue & Appointment Management

• Manage appointments and walk-in customers efficiently.

• Monitor waiting times and maintain smooth customer flow.

• Coordinate closely with technicians to ensure timely service completion.

6. AppleCare & Service Programs

• Educate customers about AppleCare and available Apple service programs.

• Promote AppleCare coverage based on customer eligibility and needs.

• Ensure compliance with Apple's policies for all AppleCare transactions.

7. Cashiering & Administrative Support

• Process payments accurately following company procedures.

• Prepare daily cash collections and transaction reports.

• Maintain accurate customer records while ensuring data privacy and confidentiality.

8. Brand & Operational Excellence

• Maintain a clean, organized, and welcoming reception area.

• Ensure compliance with Apple operational standards, quality requirements, and company policies.

• Participate in operational audits and continuous improvement initiatives.

9. Team Collaboration

• Work closely with technicians, logistics personnel, and store management to ensure efficient repair completion.

• Share customer insights and recurring concerns to improve service quality.

QUALIFICATIONS

1. Education

• Bachelor's Degree in Business Administration, Hospitality Management, Information Technology, Communications, or any related field.

2. Experience

• At least 2 years of experience in customer service, retail, hospitality, technical support, or after-sales service.

• Experience in consumer electronics, telecommunications, or premium retail is an advantage.

• Experience in an Apple Authorized Service Provider (AASP) or Apple Retail environment is highly preferred.

3. Skills & Competencies

• Excellent customer service and relationship management

• Strong verbal and written communication skills

• Active listening and problem-solving abilities

• Conflict resolution and service recovery skills

• Strong attention to detail and documentation accuracy

• Effective time management and organizational skills

• Basic knowledge of Apple products, AppleCare, and warranty processes

• Ability to explain technical concepts in a simple, customer-friendly manner