About the role
AI summarisedThis role is a Retail Support Specialist in Apple's Retail Customer Care team, responsible for post-sales support including order maintenance, problem resolution, and customer service for online and retail store orders. The specialist will collaborate with internal teams and logistics partners to ensure smooth order fulfillment and enhance the customer journey.
TechnologyFull-timeSupport and Service
Key Responsibilities
- Process and manage customer orders accurately and in timely manner.
- Resolve order related issue, blocks, discrepancies, and escalations.
- Collaborate with internal teams such as logistics, warehouse, retail stores, payment team, and finance to ensure smooth order fulfilment.
- Initiate and manage shipping issues in coordination with logistics partners and carriers.
- Deliver excellent customer service by supporting a wide range of post-sales responsibilities for orders placed online and with our Apple retail stores.
- Play an active role in enhancing customer journey through identifying gaps, proposing solutions, and driving meaningful change.
Requirements
- Passionate about creating best in class customer experience.
- Excellent verbal and written communication skills; 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 and procedures as well as new systems and workflows.
- At ease with using multiple applications and demonstrates high computer literacy.
- Advanced problem solving skills.
- Critical thinking & sound judgment.
- Korean language proficiency is required.
- Experience in Contact Center or equivalent work experience preferred.
- Our customers require support 7 days per week, with morning and evening hours, including holidays. Schedule flexibility is a must.
- Experience with SAP, Excel, familiarity with logistics and carrier processes is a plus.