Job details
- Job Number: 28317167
- Austin, Texas, United States
- Posted: Aug. 29, 2013
- Weekly Hours: 40.00
Job Summary
The
Order Administration Order Support Representative has a wide range of
responsibilities focused on fulfilling customer expectations and/or
notifying them of changes, alerting superiors to any slowdowns in
delivering customer service, and improving the overall customer service
experience.
Key Qualifications
- Normally requires 1 year of experience in the Apple Online Store support environment with a strong working knowledge of business processes, policies, and procedures.
- A passion for customer service
- Resourcefulness and flexibility
- Strong organizational skills required
- Excellent written and verbal communication skills
- Advanced judgment and problem solving skills
- Extreme attention to detail
- Ability to work quickly and efficiently under deadline pressure
- Outstanding follow through and organizational ability
- In-depth knowledge of AOS policies and procedures
Description
The
Order Administration Order Support Representative works under
aggressive time commitments to handle complex support issues and ensure
first call resolution and customer satisfaction for Apple's demanding
customers. The Order Administration Order Support Representative ensures
that customer issues escalated to work lists are responded to within
one working day, develops creative solutions to complex customer
problems, identifies and escalates emerging customer issues and submits
feedback on the customer-handling process. The Order Administration
Order Support Representative also identifies opportunities for
operational improvements and suggests service improvement
strategies/tactics.
The role may also include processing incoming requests from customers
for changes in shipment disbursement: package reroutes, address
corrects, hold for pickup or return to sender.
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