Average Interview – Overall Positive Experience – Yes, and I accepted – Mon, 23 Feb 2015
Interviewed Jan 2015 in Tampa, FL(took 8 days)
I sent in my initial application on the morning of Jan 22nd 2015. By 1pm i had received a call from a recruiter. The recruiter was very nice and said they were interested in learning more about me and if i was interested in go further with the interview process. She asked me a couple general questions (so consider it a first interview). I received an email with further instructions on what needed to be completed and the next date for my interview and to pick Skype or Facetime for it.
My second interview was jan 27th. (be mindful the interview times are central standard time). The interviewer was also very nice and professional asked me a couple technical questions which were pretty basic and easy. The customer service questions are not complicated but they are looking for how you handle certain situations. Have Empathy!!!! make sure the customer understands that you are there for them and understand their issues. In role play always greet the customer warmly and friendly and always try to be personable, congradulate them on a wedding or anniversary, (gain a connection to easy the customer) it will make your job easier. After my interview was completed the interviewer congradulated me and said that he would like to put me through to the next interview with the team manager. Another email came in with the date and time and any further information i needed to provide.
My third interview was Feb 2nd. This interviewer was straight to the point. Asked me a few technical questions then went straight to customer service questions. Finally he said we would be doing some roleplay but to skip the begining introductions. He wanted to see how i would handle unruly customers. As the interview ended he asked me if i had any questions and would be hearing back from them within two weeks.
I recieved a call from Apple the morning of Feb 3. It was my second interviewer asking me to email in some more information they needed. That afternoon he called me back and offered me the position contingent on a background check and to expect an email from hirerite. The email came in that evening. (i suggest you fill it out as fast as possible).
Background check: Hirerite is the company Apple uses for its background checks. They are a phillipine based company. This is very important!!! when filling out their forms remember that your resume is 'NOT" the same as what needs to be in this form. What i mean is DO NOT type in your resume word for word or list every job word for word. Fill in the most viable information you feel is most important to this job. If you have work history for 20years you do not need to put in anything from the 90's, or if you have tons of certifications,degrees or diplomas put in the most current and important to this position. DO NOT give out more information than needed this can hurt you!!! Also make sure that the previous jobs you list have 3 main things "Period of employment, Title and Pay rate" Make sure that the person you give as the contact info has this information readily available, because they will call them. Make sure you do not enter businesses that have been closed with no contact. Unless you have pay stubs or tax documents proving it. Also if you are putting down contracted work make sure your point of contact is stable and can be contacted because this will hurt you aswell. Try to have any certifications or diplomas scanned into your comp so u can easily upload it to their system. If you can insure these things then you are good.
The background check was finished and sent to Apple first thing monday morning on Feb 9th. (you can check on the hirerite website for application process). I recevied the call from my second interviewer early afternoon offering me the job and i gladly accepted. The pay rate is very competitive and no need to negotiate because it's Apple and only 5% of people intervied are hired. Alot of room to grow. Benefits are great and other perks.
All in all the experience was a good one. Now this is important as confident as i am in my skills technically and in customer service you are still at the mercy of the interviewer. I really needed this opportunity so i was in my own little stressful position. The trick is to be yourself, act as if these are real customer service situations and how you would like to be treated. Let the interviewers finish asking the questions and do not cut them off. Be empathetic!!! let the customers know you care.
Be professional just as if you were in person at an interview, Blouses for women, shirt and tie for men. Have a noiseless well lit background (they want to see where you will be working).
Interview Questions
A Customer calls in and says his Iphone was not connecting to the internet. What steps would you take to solve this issue?
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Other Details
The interview consisted of a Phone Interview, 1:1 Interview, Background Check and an Other