At Apple Online Store my responsibilities were to ensure all reports and daily activities were addressed within specified Service Level Agreements (SLAs). Take full issue ownership, including Customer Outreach, via phone or email.
Manage order maintenance and administration tasks, E.G Process Order Admendments, Returns, etc.
Identify and escalate emerging customer issues; proactive role in ensuring high customer satisfaction level are consistently maintained.
I used SAP, GCRM, Agent Toolbox, Excel and Boss as working tools.