As a Senior Customer Service team member, you will support the Retail Customer Care teams through real time telephone support via inbound and outbound calls, email and other tools. This role is expected to be able to provide flexible coverage for all Support teams (Frontline Service and Specialty Support).","responsibilities":"Handle critical customer cases and extraordinary scenarios from frontline specialists
Develop creative solutions to complex customer issues while maintaining service level expectations and target timelines
Use partnerships to resolve unusual situations, including outreach and follow up
Identify emerging customer trends, suggest process improvements, and share feedback to enhance the customer experience
Coordinate and work cross-functionally to prevent and resolve critical issues
Requirements
Experience working in a fast-paced, constantly evolving environment and success setting priorities while working independently
Confident and enthusiastic communication skills
Adept at working through ambiguous situations with attention to detail
Passionate about delivering a magical customer service experience
Minimum of 2 years of contact center, retail, or customer support experience
Fluent written and verbal language skills in English and Portuguese
Demonstrates and maintains composure across a variety of customer and peer interactions
Ability to listen and accurately comprehend complex customer scenarios
Flexibility to work 7 days a week from 7am - 10pm CST","internalDetails":null
Additional Information
Imagine what you could do here! The people here at Apple don't just create products - they build the kind of wonder that's revolutionized entire industries. It's the diversity of those people and their ideas that inspires the innovation that runs through everything we do, from amazing technology to industry-leading environmental efforts. At Apple, inclusion is a shared responsibility, and we work together to foster a culture where everyone belongs and is inspired to do their best work.
Here on the Apple Store Online team, we are responsible for Apple's largest store. Our main goal is to deliver a magical, personal digital experience where customers can shop, buy and learn everything Apple, wherever they are. Each customer should feel like they are our only customer and our job is to set the bar for the experience they receive. To run such an extraordinary store, it takes extraordinary people, and we are looking for someone to help us do extraordinary things.
As a Senior Customer Service Specialist, our exceptional service approach and passion for problem solving creates memorable experiences for our Retail customers. We are responsible for customer service recovery, as this team solves for extraordinary customer situations.
Apple · Austin, TX