As an Order Support Specialist for Apple Online Store, your role will be to expedite customer & departmental queries while maintaining the highest customer service standards at all times.

The Order Support Specialist has a wide range of responsibilities focused on improving the overall customer experience. The team works under demanding time constraints to address complex support issues until successfully resolved. The team also identifies opportunities for operational improvements & suggests service improvement strategies in accordance with business requirements.

There will be a strong emphasis on quickly and effectively recognising and analysing more complex problems and escalating accordingly. The successful candidate will be customer focused, articulate and motivated with some customer service based experience and excellent written and verbal communication skills. They must be able to work well within a team environment working towards achieving predetermined targets and must also demonstrate their own initiative when required.

Key Qualifications

• Fluency in English and the above specified language.
• Experience of working in a pressurised environment which is target driven.
• Customer focused with strong customer service experience.
• Experience in Logistics/ Order management is desirable.
• SAP experience and Block management experience preferred.
• A high level of computer literacy preferred.
• Strong organisational and administrative skills.
• Be able to build on and enhance existing relations with customers and business partners.
• Strong analytical skills.
• Adaptability & willingness to take on new tasks.
• Self Motivated, works well under own initiative.
• Be a standout teammate.

Description

• Processing of daily/weekly/monthly reports in an accurate and timely manner.
• Ensuring all activity is addressed within specified Service Level Agreements (SLAs).
• Customer Outreach, via phone or email.
• Order maintenance and administration: solve delivery blocks to support order cycle target, process order amendments, returns, replacements, credits, account balancing documents etc.
• Process Improvements with departmental knowledge base audits.
• User Acceptance Testing (UAT).
• Develop creative solutions to complex customer issues & follow through to resolution.
• Co-ordinate & work cross departmentally to prevent and/or resolve critical issues.
• As this role depends on the volume of the business, flexibility around shifts and weekend working hours will be required.