RCC Senior Customer Service Specialist (Portuguese)

Austin, TX
  • Job Code
    200053743
Summary

Summary

Posted: Jun 26, 2019

Weekly Hours: 40

Role Number: 200053743

At Apple, we believe that hard work, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a big impact with our customers. Building this environment starts with you!

The AMR Retail Contact Center (RCC) Senior Customer Service (SCS) team is the support channel for the RCC Inbound Sales, Service, and Order Administration groups. Responsible for damage control and customer service recovery, the SCS Team manages extraordinary customer situations through to resolution

This role is located on our campus in Austin, Texas

Key Qualifications

  • Fluency in English and Brazilian Portuguese, both written and spoken, is essential
  • A minimum 2 years of call center / customer support experience (RCC experience preferred)
  • Working knowledge of RCC business processes, policies and procedures
  • Extremely customer focused
  • Experience working in a fast-paced, ever-changing environment
  • Fluent written and verbal language skills in English (required)
  • A passion for customer service
  • Be a confident and enthusiastic communicator
  • Comfortable dealing with ambiguity
  • Strong analytical skills
  • Attention to detail
  • Adaptability and willingness to take on new tasks
  • Self-motivated, works well under own initiative and can innovate
  • Prioritize tasks and work to deadlines and targets
  • Strong team player who is resourceful and flexible
  • Ability to solve complex problems
  • Proven solid performance record

Description

As an SCS team member, you will:

Support the AMR Service teams through telephone

Handle escalated customer cases and extraordinary scenarios from frontline service specialists

Develop creative solutions to complex customer issues until fully resolved

Case manage extraordinary situations, including outreach and follow up by email and phone

Identify emerging customer trends, suggest process improvements to enhance the customer experience

Coordinate and work cross-functionally to prevent and resolve escalations

Education & Experience

BA/BS preferred, or equivalent experience

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RCC Senior Customer Service Specialist (Portuguese)

Apple, Inc.
Austin, TX

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