ASO Fraud Investigator - Japanese

Summary

Apple is a place where extraordinary people gather to do their best work. Together we create 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 where we pride ourselves in being one of the most diverse and expansive companies in the world a career with Apple might be your dream job… Just be prepared to dream big! SDS Apple Store Online Fraud Investigation team is a high-impact team of investigators whose goal is to improve Online Store Shopping Experience by mitigating the risk associated with Online purchases. Strong analytical skills and ability to always prioritise business need is a requirement. This regional team improves 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 in a wide range of scenarios. The team is looking for someone to step in and make a difference. Previous fraud investigation experience would be an advantage.

Description

On this team, we are adept at dealing with ambiguity, have the ability to make sound judgments & apply problem solving skills in a timely manner, and are able to stay self-motivated & customer focused in a highly transactional role while working independently. While the majority of daily tasks involved in this position are handled individually, teamwork is highly critical in learning the role, staying current with procedures/trends, and in building & maintaining a successful group culture.

Responsibilities

• Review and analyze purchase transactions, chargeback requests, and customer accounts to detect unauthorized activity.
• Obtain additional information through outreach to customers, or answering customers call.
• Determine appropriate next steps and take action on fraudulent orders, accounts and chargeback transactions.
• Analyze, identify, and communicate trends.
• Research and resolve suspected fraud escalations from various sources.

Minimum Qualifications

• 1-2 years experience in a customer service, contact center, data analytic or order verification role.
• Experience in analytical work.
• Professional proficiency in Japanese and English, both written and verbal, is essential to provide exceptional customer service to Japanese local customers and internal partners.
• Bachelors degree preferred, or equivalent experience.
• Our customers require support 7 days per week, with morning and evening hours, including holidays. Schedule flexibility is a requirement.

Preferred Qualifications

• Equipped with problem solving skills and good logical thinking
• Excellent analytics and employ creative problem solving skills
• Demonstration of sound decision-making and good judgment
• Strong communication skills
• Customer focus with an eye for identifying outliers among data sets
• Ability to maintain a positive attitude in high-stress/fast-paced work environment
• Adept at working with ambiguity
• Ability to work and make decisions independently
• Phenomenal teammate with a passion for customer protection
• Believes in the power of a team; strong team-player mindset

Apple is an equal opportunity employer that is committed to inclusion and diversity. Apple provides reasonable accommodations to applicants with disabilities and in accordance with local requirements. Apple is a drug-free workplace.