Fraud Support - Cantonese

Shanghai, Shanghai, China
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200096517
The iTunes Store Fraud Prevention team is a high-impact team of specialists whose goal is to improve the iTunes Experience by mitigating the risk associated with iTunes purchases. Critical thinking and self-motivation are an absolute must. This team enhances the overall customer experience by efficiently and correctly analyzing purchases and accounts for fraudulent activity, reviewing refund requests for abusive behavior, and determining the appropriate next steps for the customer and Apple in a wide range of scenarios. The team is looking for someone to step in and have an impact immediately. Previous fraud prevention experience would be a significant asset.

Key Qualifications

  • Fluent in Cantonese
  • You have 1-2 years experience in a customer service or order verification role
  • You excel at analytics and employ creative problem solving skills
  • You demonstrate sound decision-making and good judgment
  • You are a customer-focused individual with an eye for identifying outliers among data sets
  • You are able to maintain a positive attitude in high-stress/fast-paced work environment
  • You are adept at working with ambiguity
  • You deal with change positively
  • You are a team player
  • You have the ability to work and make decisions independently
  • You have the flexibility to work within all hours of operations on a 7-day schedule

Description

On this team, we are adept at dealing with ambiguity, have the ability to make sound judgments & utilize problem solving skills in a timely manner, and are able to stay self-motivated & customer focused in a highly transactional role while working independently. While the majority of daily tasks involved in this position are handled individually, teamwork is highly critical in learning the role, staying current with procedures/trends, and in building & maintaining a successful group culture. We: *Review and analyze transactions, refund requests, and customer accounts to detect abusive or unauthorized activity *Determine appropriate next steps and take action on fraudulent orders, accounts, and refund transactions. *Analyze, identify, and communicate trends *Research and resolve suspected fraud escalations from various sources

Education & Experience

Batchelor’s degree or equivalent experience preferred

Additional Requirements