Fraud Prevention Team Supervisor

神奈川, 神奈川県, 日本
Support and Service

概要

掲載日:
職種番号:200135937
The people here at Apple don’t just build products — they craft the kind of wonder that’s revolutionized entire industries. It’s the diversity of those people and their ideas that encourages the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. Join Apple, and help us leave the world better than we found it. The Fraud Prevention Team Supervisor is directly responsible for the smooth running of day-to-day operations. You will mainly be responsible for Fraud Prevention Team. Your team will provide pre/post sales payment processing support in data entry, filing, administer credit card orders to both internal and external customers. You will be accountable for order cycle time (OCT) on risk management and payment validation and overall customer happiness with Apple. You are the Supervisor who is in charge of the key performance metrics for the team's operations!

必要なスキルと能力

  • Minimum of 3-5 years Customer Service experience/order processing preferably in online purchase environment
  • At least 3 years of experience in People Management
  • Exceptional written and oral interpersonal skills
  • Dedication to customer service and teamwork
  • Strong analytical skills
  • Passion and Dedication to customer happiness
  • Display an enthusiastic and professional approach
  • SAP experience
  • Previous experience working in a dynamic B2C/B2B e-commerce environment is a plus
  • Fluent in Japanese & business level in English

説明

・ Own the team / individual Order Admin Analyst ・ Responsible for providing the best customer experience ・ Take all issues from the analysts ・ Provide phone support while handling difficult customers / issues ・ One-to-one with each analyst in the team at lease once a month ・ Weekly review of the metrics of the order processes and team performance ・ Staffing / scheduling on a daily / weekly / monthly basis ・ Prepare weekend / holiday working roster ・ Conduct regular team meetings ・ UAT support for any order support related project ・ Oversee with systems support on any systems related issues ・ Ability to lead overall Risk Management process, Payment related and Order Supply Chain operations

学歴・経験

その他の条件

  • ・ Daily blocked orders management
  • ・ Perform order creation and order maintenance/changes as well as handle all invoicing matters based on customers’ requests
  • ・ Responsible on the timely initiation and closure of all returns requests
  • ・ Facilitates pick-up for futile or missed deliveries requests
  • ・ Key interface for call centre issues related to pre/post ship enquiries
  • ・ Perform outreach to customers (both email and phone) on order related matters
  • ・ Responsible for providing the best customer experience
  • ・ Participates in process-improvement projects
  • Apple is an Equal Employment Opportunity Employer that is committed to inclusion and diversity.