Retail Support Specialist - Retail Customer Care at Apple

Yokohama, , Japan -

Full Time

Start Date

Immediate

Expiry Date

12 Jul, 26

Salary

0.0

Posted On

13 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer service, Order management, Problem resolution, Billing, Shipping, Account management, SAP, Excel, Communication, Critical thinking, Problem-solving, Attention to detail, Teamwork, Adaptability, Computer literacy

Industry

Computers and Electronics Manufacturing

Description

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. DESCRIPTION Provide post-sales support for Apple’s continually evolving lineup of products and services, including new purchasing models and new product categories. To do this, you will receive a variety of tasks related to customer queries and orders. to ensure an exceptional customer experience and support the achievement of internal customers’ goals. Utilize a variety of systems and tools to flexibly manage tasks that evolve over time and adapt to changing operational needs. Examples of tasks include: - Create and maintain orders, credits, debits, and returns. - Resolve billing blocks and payment-related issues. - Resolve VAT and tax-related issues. - Initiate and support shipping-related investigations and issues. MINIMUM QUALIFICATIONS 3+ years of experience working in a backend office or a similar setting. Experience in a contact center is preferred. Experience with SAP and Excel preferred. Excellent communication skills in Japanese, both written and verbal, are a must to provide the best customer service to local customers. Comfortable to use English in business settings. Reading and writing are required, while speaking is a plus. Bachelor’s Degree or equivalent practical work experience preferred. Our customers require support 7 days per week, with morning and evening hours, including holidays. Schedule flexibility is a requirement. PREFERRED QUALIFICATIONS Critical thinking & sound judgment. Advanced problem-solving skills. Maintains a critical attention to detail. Passionate about creating the best-in-class customer experience. Believes in the power of a team; strong team-player mindset. Demonstrates resourcefulness, adaptability, and flexibility. 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 Makes space to listen, learn, and amplify diverse perspectives and experiences Actively seeks out opportunities to champion and celebrate inclusion and diversity

Responsibilities

Provide post-sales support for Apple products and services by managing orders, billing, and shipping-related issues. Innovate to improve the customer journey and ensure operational efficiency across various systems.