About the role
AI summarisedThe Retail Support Specialist at Apple provides post-sales customer support for online and retail store orders, handling order maintenance, issue resolution, and coordination with internal teams to ensure smooth fulfillment. The role involves identifying customer journey gaps and driving improvements while supporting a dynamic product lineup. Fluency in Korean is required, and schedule flexibility including weekends and holidays is essential.
TechnologyOnsiteSupport and Service
Key Responsibilities
- Deliver excellent customer service by supporting post-sales responsibilities for orders placed online and with Apple retail stores
- Perform order maintenance, problem resolution, and customer service for shipping, billing, and order management issues
- Play an active role in enhancing customer journey by identifying gaps, proposing solutions, and driving meaningful change
- Provide post-sales support for Apple's evolving line of products and services, including new purchasing methods and product types
- Receive and process a variety of tasks related to customer queries and orders that evolve with time and systems
- Process and manage customer orders accurately and in a timely manner
- Resolve order-related issues, blocks, discrepancies, and escalations
- Collaborate with internal teams such as logistics, warehouse, retail stores, payment, and finance to ensure smooth order fulfillment
- Initiate and manage shipping issues in coordination with logistics partners and carriers
Requirements
- Passionate about creating best in class customer experience
- Excellent verbal and written communication skills with professional phone etiquette
- High attention to detail and accuracy
- Demonstrates resourcefulness, adaptability, and flexibility
- Believes in the power of a team; strong team player mindset
- Learning agility - ability to adjust to changing policies, procedures, new systems, and workflows
- At ease with using multiple applications and demonstrates high computer literacy
- Advanced problem solving skills
- Critical thinking and sound judgment
- Korean language proficiency is required
- Experience in Contact Center or equivalent work experience preferred
- Schedule flexibility is a must, including mornings, evenings, weekends, and holidays
- Experience with SAP, Excel, familiarity with logistics and carrier processes is a plus