Retail Support Specialist - Retail Customer Care

Summary

At Apple, new ideas quickly become extraordinary products, services, and customer experiences. Deliver best-in-class customer service with passion and dedication. We value integrity, personal accountability, teamwork, excellence, and innovation. Join Apple and help leave the world better than we found it.

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 shipping, billing, and order management. You will also identify gaps, propose solutions, and drive meaningful change to enhance the customer journey.

Description

You will provide post-sales support for Apple’s evolving line of products and services, including new ways to buy and new product types. You will receive a variety of tasks related to customer queries and orders. Tasks evolve over time and require the use of multiple systems and tools. Examples of tasks include:

• Process and manage customer orders accurately and in a timely manner.
• Resolve order-related issues, blocks, discrepancies, and escalations.
• Collaborate with internal teams such as logistics, warehouse, retail stores, payments, and finance to ensure smooth order fulfilment.
• Initiate and manage shipping issues in coordination with logistics partners and carriers.

Minimum Qualifications

• Passionate about creating best-in-class customer experience.
• Excellent verbal and written communication skills; professional phone etiquette.
• High attention to detail and accuracy.
• Resourceful, adaptable, and flexible.
• Strong team player mindset.
• Learning agility — ability to adjust to changing policies, procedures, systems, and workflows.
• Comfort using multiple applications and high computer literacy.
• Advanced problem-solving skills.
• Critical thinking and sound judgment.
• Korean language proficiency is required.

Preferred Qualifications

• Experience in a Contact Center or equivalent work experience.
• Ability to support customers 7 days per week, including mornings, evenings, and holidays; schedule flexibility is required.
• Experience with SAP, Excel; familiarity with logistics and carrier processes is a plus.