Apple Order Support Specialist (English) in Austin, Texas
Order Support Specialist (English)
Normally requires 1 year of experience in the Retail Contact Center support environment with a strong working knowledge of business processes, policies, and procedures
Demonstrates a passion for excellent customer service
Ability to multi-task and navigate multiple, different work streams and tools
Strong organizational skills required
Excellent written and verbal communication skills
Communicates effectively in a both verbal and written format concurrently with multiple customers or partners
Demonstrates flexibility and adaptability to an ever-changing work-flows and responsibilities
Advanced judgment and problem solving skills
Adept at navigating ambiguous and complex situations
Acute attention to detail
Ability to work quickly and efficiently under deadline pressure
Extraordinary follow through and organizational ability
In-depth knowledge of Online Store policies and procedures
As an Order Support Specialist, you will work under tight time commitments to handle complex support issues and ensure first call resolution and customer satisfaction for Apple's customers. You will ensure that customer issues escalated to work lists are responded to within one working day, develop creative solutions to complex customer problems, identify and highlight emerging customer issues, and submit feedback on the customer-handling process. You will also find opportunities for operational improvements and suggest service improvement strategies/tactics to improve the customer experience. The role may also include processing incoming requests from customers for changes in shipment disbursement: package re-routes, address corrects, hold for pickup or return to sender.
Education & Experience
BA/BS preferred or equivalent experience
- Flexibility to work between the hours of 7:00a.m. CST and 10:00 p.m. CST, including weekends and holidays, with the possibility to flex up or down hours depending upon business needs
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