The interviewers want to see an emphasis on problem-solving and self-motivation. I believe they asked me about a time when I’ve solved a huge problem, how I typically approach problems, and what my problem-solving and customer service experience is. The job is at-home and designed for college students, so they want to see that you will be able to motivate yourself to do what you need to at work and that you will also get done what you need to do for school. They will ask about how you plan to balance work and school and how you have been self-motivated in the past.
Know that apple doesn’t hire sales people. They don’t care how good you are at selling if thats the only thing you do. Their business is a people business and they care more about the interaction and the customer experience than anything else. Most of your numbers in every area of the store are based on how happy / satisfied the customer is, not the amount of Macs you sold or iPhones you fixed. Lets face it, their devices sell themselves and the majority of people shopping at an apple store aren’t being talked into buying an iPhone - everyone knows what they are, they want to know all the cool features that relate specifically to that individual. If you are personable, your good to go.
That you have great customer service skills, technical knowledge, and time management skills . You must be able to adapt quickly and learn new skills because a lot will be thrown at you during training. You also must be able to multitask since while you’re in the phone, you’ll also need to be able to look up information to solve the issue. It is also important that you are able to analyze the situation at hand when the customer describes it to you. The quicker you can figure out the issue, the quicker you can solve the issue. Quality over quantity, however your call times are recorded and they will want your average call times to be under a certain limit after training.
Former At Home Advisor (iOS and Mac Support Technician) at Apple
about 3 years ago
Before an interview, remember that in this role you will be the voice and sometimes face of Apple Inc. so it’s important to show the interviewer that you can communicate well. If you have customer service experience, this will help. If not, just remember that you must always be professional NO MATTER WHAT the customer throws at you. The interviewer may ask you questions about how you reacted in a situation where you were under pressure or had to deal with a difficult situation or person. Take some time to think about these things and be sure you can provide an example which genuinely shows the type of person you are and lets them know you can handle yourself well. The interviewer may also invite you to do a customer interaction role play where they may speak to you while pretending to be a customer who is extremely upset. ALWAYS maintain your calm, and keep in mind that even if you do your due diligence, it may be a situation where nothing you do is going to make the situation better or convince the customer to calm down (because this does happen in real life on the phone). If this happens, just remember that if you have done everything you can and all else fails, you can always consult with or escalate a call to a senior advisor who’s job it is to help out. I don’t remember having any technical questions with my interview. Mostly it was behavior based and “Tell me about a time when you did xyz.” or “How would you respond in a situation where abc happened.” I would Google search customer service rep Q&A interviews or look at Glassdoor questions to get a feel for things. Too many for me to list in this already-probably-too-long-more-than-you-wanted-to-know response. lol
Understand why you want the job. Also, you can teach someone product knowledge but you can’t teach someone how to have a fun yet focused personality. Make sure you let your individuality shine a little, be able to explain why you’re interested, and mention future career opportunities you’re looking for within the company.