RCC Senior Customer Service Specialist- German

Summary

The EMEIA Retail Online Senior Customer Service team is the support channel for the Apple Online Store Inbound Sales, Service, and Order Administration groups. Responsible for damage control and customer service recovery, the Senior Customer Service Team manages extraordinary customer situations through to resolution!


Key Qualifications

Key Qualifications

Full fluency in German & English

A minimum of 2 years call centre / customer support experience

Confirmed ability to solve complex customer issues

Be a confident and hardworking communicator

Have strong analytical, organisational and administrative skills

Excellent written & verbal communication skills

Strong attention to detail

Adaptability & willingness to take on new tasks

Self Motivated, works well under own initiative and can innovate

Ability to prioritise tasks & work to deadlines / targets

Strong teammate who is resourceful and flexible

Ability to solve complex problems


Description

Description

Supporting the EMEIA Service and OA Teams through Telephone and Chat Responsibilities include: Handling raised customer issues and outstanding scenarios from frontline service specialists. Develop creative solutions to complex customer issues and follow through to resolution. Case management of extraordinary situations, including outreach and follow up by email and phone. Identify, report and action emerging customer trends, suggest process improvements to enhance the customer experience. Coordinate and work cross-functionally to prevent and/or resolve and support customer concerns


Role Number: 200432073