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.

Description

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

Preferred Qualifications

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 Qualifications

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

Apple is an equal opportunity employer that is committed to inclusion and diversity. We seek to promote equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. Learn more about your EEO rights as an applicant .