I applied online. The process took 2 weeks. I interviewed at Apple (Galway) in Apr 2017
Interview
Applied online. Initial phone interview with general questions surrounding the role itself and customer service/call centers. Proceeded to the final round interview completed over Skype with a lot of the same content from the first interview, with more situational questions and role-play questions testing my ability to deal with difficult/emotional customers, dealing with difficult problems, and general professionalism. Also part of this test was a technical exam consisting of 27 simple enough Apple product and general IT-related questions. Overall a very relaxed, easy process, with nice recruiters.
Interview questions [1]
Question 1
Skype Interview:
For like the first 15 minutes we just talked about the role, and working at home etc
Then I was asked how would I define good customer service
After that, a few situational questions and role play questions;
If I can't get my wifi to connect on my iPad what would you suggest
If all my photos were deleted from my phone and I can't get them back how would you approach telling me that
Tell me about a time you had to solve a technical problem
Tell me how you would deal with difficult customers
How do you remain motivated to work while working from home
Show examples of when you had to work on your own initiative
Have you any experience with Apple products
Tell me about a time you got some negative feedback
Tell me about a time you were stressed at work
Why do you want to work in customer service, and why apple specifically
Technical Test:
PoP3 vs. IMAP
Name 3 types of Video/Audio/Sound files
Explain Personal Hotspot
Name 3 Plug-ins
What are cookies
Name 3 Internet Browsers/Operating Systems/Mobile Operating Systems
What is RAM
What is a network made up of
3 things you would do to isolate the issue if;
- someones internet was not working on their device
- someone cannot send text messages
- someone cannot send emails
- Someones video call was not working
Name 3 Apple computers
Name 3 touchscreen apple products
What are 3 features of iCloud
asked general questions about how you would deal with customers in various scenarios, positive and negative. and then do an example call with the interviewer from start to finish, then various personal questions
Normal behavioral questions interview. Was mostly a conversation and previous experiences that could help with the position. Tell me about a time where... etc. Interviewers were very nice and it was a good experience.
Asked about prior work, current schedule, knowledge regarding subject matter. I didn't get into any informational interview questions until the third interview. The first two interviews were practically all formal greetings and making sure there aren't schedule or schooling conflicts.
Interview questions [1]
Question 1
How capable is your at home environment of catering to an advisor work position