Retail Support Specialist - Retail Customer Care
Imagine what you could do here. At Apple, new ideas have a way of becoming extraordinary products, services, and customer experiences very quickly. Bring passion and dedication to your job and there's no telling what you could accomplish. At Apple, you’ll share in a commitment to excellence by delivering best in class customer service. We value integrity, personal accountability, teamwork, excellence, and innovation. Inclusion is a shared responsibility and we hold ourselves and one another accountable for bringing everybody in. Join Apple, and help us leave the world better than we found it!
In this role you will deliver excellent customer service by supporting a wide range of post-sales responsibilities for orders placed online and with our Apple retail stores. Responsibilities include order maintenance, problem resolution, customer service, and broad support for issues pertaining to shipping, billing, accounts, and order management. You will also innovate to improve the customer journey and increase efficiency.
You will provide post-sales support for Apple's ever changing line of products and services including new ways to buy and new types of products. To do this, you will receive a variety of tasks related to customer queries and orders. These tasks evolve with time and require the use of a variety of systems and tools.
Examples of tasks include:
- create and maintain orders, credits, debits, returns
- resolve billing blocks and payment related issues
- resolve VAT and tax related issues
- initiate and support shipping related investigations and issues
- create and maintain accounts and custom stores for small and medium businesses
perform customer outreach and outreach to business sales teams in retail stores during issue investigation and resolution
- Passionate about creating best in class customer experience
- Excellent communication skills, both written and verbal
- Maintains a critical attention to detail
- Demonstrates resourcefulness, adaptability, and flexibility
- Believes in the power of a team; strong team player mindset
- Learning agility - ability to adjust to changing policies and procedures as well as new systems and workflows
- Critical thinking & sound judgment
- Advanced problem solving skills
- Comfortable to use English in business scene. (Reading&Writing is required, speaking is a plus)
- Our customers require support 7 days per week, with morning and evening hours, including holidays. Schedule flexibility is a requirement.
- Bachelor’s Degree or equivalent work experience preferred
- At ease with using multiple applications and demonstrates high computer literacy
- Experience with SAP and Excel
- Makes space to listen, learn, and amplify diverse perspectives and experiences
- Actively seeks out opportunities to champion and celebrate inclusion and diversity
- Apple is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Apple is committed to working with and providing reasonable accommodation to applicants with physical and mental disabilities. Apple is a drug-free workplace.