Global Finance Support Center Specialist Apple Austin

Job Description: • 2-minute read •
The Global Finance Support Center Specialist is the voice of Apple Finance for handling the support needs of Finance Shared Services customers, owning their experience through a combination of technical expertise, excellent communication skills and a dedication to the customer experience.
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Successful candidates will be responsible for delivering the greatest possible customer experience for all Finance-related inquiries whether received through email or phone calls. Issue types will focus on complex customer service and support issues. Must be able to work under aggressive time commitments and manage high volumes. Will be responsible for communicating official positioning on company issues; developing creative solutions to complex problems; identifying and escalating emerging dissatisfaction issues; identifying opportunities for operational improvements and suggesting improvement strategies. Empowered to use judgment when balancing company and customer needs. This position is based in Austin, TX.

Key Qualifications

Obsession with customer service
Native fluency in Japanese and English
Pro-active individual who is detail-oriented, accurate, and well-organized
Ability to use critical thinking and logic skills to isolate and resolve issues in a timely manner
Superior time management and prioritization skills
Ability to meet deadlines and manage multiple priorities
Demonstrates strong oral and written communication skills within the department and with vendors
2-3+ years in a finance-related or similar role, such as Customer Service, Help Desk, or Call Center
Proficiency in Microsoft Excel and other related software
SAP R/3 and Business Warehouse (BW) experience a plus
Ability to work non-standard business hours such as evenings and/or weekends.
Description

• Handling questions via email and telephone addressing vendor setup, tax forms and banking, and payment related issues, as well as policy, procedure, system access, and tool usage questions. • Reporting/escalating issues through the appropriate channels • Effectively communicating information with his/her team members, internal customers, and vendors alike • Diagnosing and providing a path to resolving inquiries • Proactively identifying ways to avoid recurrence of issues by suggesting process improvements • Interfacing with local team management and internal and external partners • Multitasking through multiple systems while troubleshooting with customers • Accurately logging all interactions via Apple’s CRM system • Achieving call center metrics including average handle time, availability as well as schedule adherence and conformance • Additional responsibility as business needs dictate

Education

BS/BA in Accounting, Finance, Business, or equivalent work experience required

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