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上海 |【苹果】订单管理顾问

订单管理顾问

我们正在寻找充满活力, 注重细节,分析能力强,以客户为中心的人才加入订单管理部门,有效、迅速地核实因运货,付款或风险而需要被审核通过的区域订单。订单管理部门主要负责通过风险,支付和订单管理给客户提供星级的客户体验。

We are seeking for highly motivated professionals to join the Apple Online Store Order Administration Team (AOS OA Team). The AOS OA team is dedicated in providing excellent online customer experience through Risk & Payment management and Order & Business support. We are seeking dynamic individuals who are analytical, with an eye for detail and high customer focus in managing regional order validation which includes effective and efficient resolution of orders involving delivery, payment or risk issues.

Key Qualifications

此人才将专注于以下一项或多项领域:

风险及付款管理

*分析及处理解决因送货,付款或风险而受到影响的订单

*解决复杂的支付问题

*协同财务,订单支持部门及物流部门解决付款,退款及送货问题

订单支持

* 支持来自Apple Online Store 销售及客服团队关于保持订单的请求

* 遵循 Apple准则审核及处理大量订单

*管理退货授权以保障始终如一的客户体验

客户管理

* 处理客户关于送货,风险控制和付款问题的邮件和呼出电话

* 通过不同的沟通方式给内部用户和外部客户提供星级的用户体验

控制和合规

* 对客户的个人信息严格保密

* 确保严格遵守人事政策要求的合规条例

* 合理使用公司内部系统和数据库

The individual will be focusing on one or more of the following areas:

Risk and Payment Management

• Analysis and resolution of affected orders due to delivery, payment or risk issues

• Resolve complex credit card issues

• Partner with Finance, Order Fulfillment and Logistics in order resolution including credit card payment, refund and delivery issues

Order Support

• Support Apple Online Store Sales and Service team escalations on order maintenance request

• Audit and manage volume orders in compliance to Apple guidelines

• Manage Returns Material Authorisation (RMA) to ensure consistent Apple customer experience

Customer Management

• Manage inbound and outbound customer calls & emails relating to delivery, risk and payment issues

• Deliver the best customer experience in all mode of communication with both internal and external customers

Control and Compliance

• Maintain high confidentiality of all customer sensitive information

• Ensuring strict compliance with all HR policies

• Accountable for appropriate knowledge and use of departmental company systems and databases

Description

理想的候选人应有如下条件及经验:

- 流利使用普通话支持相关区域

- 优秀的交流、分析能力及客户服务水平,一定的英语听说读写能力

- 能适应灵活的工作时间(轮班制工作,包括双休日及国定假日时间)

- 大学专科或者以上文凭

- 能够使用SAP系统尤佳

- 欢迎应届毕业生申请

▪Ability to work in shifting schedules including weekends and public holidays

▪Effective communication in Mandarin and English.

▪Strong analytical skills

▪Good sense of customer service

▪Bachelor’s Degree, Diploma or equivalent

▪SAP experience will be preferred

▪Fresh graduates are welcomed

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