RCC Order Support Specialist - Turkish
Cork, County Cork, Ireland
Apple Retail
As Steve Jobs said in 1997 when introducing the Apple Store Online: “We make amazing products. We should have an amazing purchasing experience.” Twenty-seven years on, the Apple Store Online is one of the world’s biggest and most successful e-commerce sites. Our global mission is to bring a seamless, high-quality, digital retail experience to all of our customers. In Retail Customer Care (RCC), our team is able to bring this experience to life.
In the position of an Order Support Specialist you will have a wide range of responsibilities focused on improving the overall customer experience and delivering Apple only experiences. 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, investigations, and order management. You will also innovate to improve the customer journey and increase efficiency.
Description
You will receive a variety of tasks related to customer queries and orders. These tasks evolve with time and require the use of a variety of systems and tools.
Examples of tasks include:
- Processing and releasing blocks, order maintenance, and Initiating and supporting shipping related investigations and issues
- SAP will be utilised for creating returns, replacements, order management requests and reviewing orders.
- Performing customer outreach during issue investigation and resolution within the agreed service level agreements.
- Work collaboratively with teammates to solve customer issues quickly and efficiently
- Interacting with internal departments such as Payments, Frontline, Fraud and Logistics via our Internal tools.
- Processing of customer related queries concerning payments, refunds and order management requests.
- Ad hoc requests from management
Flexibility around shifts and weekend working hours may be required.
Minimum Qualifications
- Fluency in English and Turkish
- Passionate about creating best in class customer experience
- Ability to work in an information sensitive environment
- Excellent telephone manner, interpersonal and communication skills
- Effective time management including ability to multi- task, organise and prioritise
- Ability to use discretion and work on own initiative
- Team player and an ability to work in a changing, challenging environment
- Maintains a critical attention to detail
Key Qualifications
Preferred Qualifications
- Experience in Contact Center preferred
- RCC process knowledge preferred but not required
- Experience with SAP is an advantage
- At Apple, we’re not all the same. And that’s our greatest strength. We draw on the differences in who we are, what we’ve experienced, and how we think. Because to create products that serve everyone, we believe in including everyone. Therefore, we are committed to treating all applicants fairly and equally. We will work with applicants to make any reasonable accommodations.