Local:
Cork, Ireland
As
an Order support specialist for Apple Online Store and Print Services 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 recognizing and analyzing 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 also demonstrate their own initiative when
required.
Key
Qualifications
- SAP experience and Block management experience preferred
- A high level of computer literacy, Excel, Apple Script and Java script preferred
- 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
- Strong organisational and administrative skills
- Be able to enhance existing relations with customers and stakeholders
- Strong analytical skills
- Adaptability & willingness to take on new tasks
- Self Motivated, works well under own initiative
- Be a Strong team player
Description
Processing
of daily/weekly/monthly reports in an accurate and timely manner. Ensure 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 / Apple Pedia (Departmental knowledge base) audits. Universal
Acceptance Testing (UAT). Develop creative solutions to complex customer issues
& follow through to resolution. Co-ordinate & work cross departmentally
to prevent and/or resolve escalations.
Education
- Fluency in English and Portuguese is essential. A third EU language is preferred but not essential.
Additional
Requirements
As
this job is direct relation to order volume, flexibility is required and will
involve weekend work.
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