RCC Senior Customer Service Specialist, Portuguese Language Support

Apple is a company that revolutionizes entire industries through innovation and diversity. They are seeking a Senior Customer Service Specialist to deliver exceptional service and support for their Retail customers, handling critical cases and developing creative solutions to enhance the customer experience.

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:

• 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
• 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