ASO Fraud Investigator - Japanese

Overview

Apple is a place where extraordinary people come together to do their best work—creating products and experiences people once couldn’t have envisioned and now can’t imagine living without. If you’re excited by the idea of making a real impact and joining a team known for its diversity and expansive reach, a career with Apple may be your dream job. Be prepared to dream big.

The SDS Apple Store Online Fraud Investigation team is a high-impact group of investigators focused on improving the Online Store shopping experience by mitigating the risk associated with online purchases. Strong analytical skills and the ability to prioritize business needs are required.

This regional team enhances the overall customer experience by efficiently and accurately analyzing purchases for fraudulent activity, connecting with customers to obtain additional information, and determining the appropriate next steps for the customer and Apple across a wide range of scenarios.

The team is looking for someone who can step in and make a difference. Previous fraud investigation experience would be an advantage.

Role Description

In this role, you will be adept at dealing with ambiguity, making sound judgments, and applying problem-solving skills in a timely manner. You will also stay self-motivated and customer focused in a highly transactional position while working independently.

Although most daily tasks are handled individually, teamwork is critical for learning the role, staying current with procedures and trends, and building and maintaining a successful group culture.

Minimum Qualifications

• 1–2 years of experience in a customer service, contact center, data analytics, or order verification role.
• Experience performing analytical work.
• Professional proficiency in Japanese and English, both written and verbal, to provide exceptional customer service to Japanese local customers and internal partners.
• Bachelor’s degree preferred, or equivalent experience.
• Availability to support customers 7 days per week with morning and evening hours, including holidays; schedule flexibility is required.

Preferred Qualifications

• Strong problem-solving skills and logical thinking.
• Excellent analytics with the ability to apply creative problem solving.
• Demonstrated sound decision-making and judgment.
• Strong communication skills.
• Customer focus with an ability to identify outliers among data sets.
• Ability to maintain a positive attitude in high-stress, fast-paced work environments.
• Comfort working in ambiguous situations.
• Ability to work independently and make decisions.
• Strong teammate mindset and passion for customer protection.
• Belief in the power of a team.