Summary

Posted: Feb 9, 2021

Weekly Hours: 40

Role Number:200221207

At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer exp...Summary

Summary

Posted: Feb 9, 2021

Weekly Hours: 40

Role Number:200221207

At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to surprise & delight. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you.
Apple Online Retail Payment is looking for a Payment Specialist with excellent analytical skills and extensive knowledge of best practices for order exception management. This role will contribute to the customer experience by preventing and minimizing customer contacts and working to resolve any payment processing issue in a timely manner.
This role is located on our campus in Austin, Texas.

Key Qualifications

• Normally requires 1 year of experience in the Retail Contact Center support environment with a strong working knowledge processes, policies, and procedures
• Demonstrates a passion for excellent customer focus
• Working knowledge of RCC business processes, policies and procedures
• Communicates effectively in both verbal and written formats concurrently, with multiple customers or partners, clearly and concisely
• Demonstrates flexibility and adaptability to an ever-changing work-flows and responsibilities
• Advanced judgment, critical thinking and problem solving skills
• Adept at navigating ambiguous and complex situations
• Acute attention to detail
• Ability to solve payment issues efficiently that improve customer satisfaction and drive scalability
• Ability to effectively provide feedback to enhance the specialist & customer's journey
• Ability to changes gears quickly
• Team player that flourishes in a positive environment
• Proficient in SAP and Excel
• General understanding of payment authorization model
• Willing and able to work a schedule from 7:00 am to 10:00pm within a 7-day work week, including holidays, with additional flexibility during high volume
• Ability to identify business process solutions that increase efficiencies, improve customer satisfaction and drive scalability

The Payment team in RCC may be a good fit. In this role you will have creative thinking, problem solving, and relationship-building skills. You will need have an understanding of key operations processes including but not limited to: cash orders, SAP credit card authorizations & billing, & logistic processes Duties:
Reviews, analyzes and resolves simple - complex payment processing issues
Serves as a point of contact between customers, credit card issuing banks, Apple
finance and customer service where necessary
Analyzes, identifies, and communicates system issues from exception reporting
Partners with multiple internal departments and external banking institutions to resolve issues
Researches and resolves payment authorization & settlement issues
Represents Apple with customers and partner organizations
Identifies innovative ideas to improve the customer journey and increase efficiency
Achieves or exceeds performance and productivity goals

Education & Experience

BA/BS preferred, or equivalent experience in Apple Retail or eCommerce

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Additional Requirements