RCC Senior Customer Service - Brazilian Portuguese Language Specialist

Austin, Texas, United States
Support and Service

Summary

Posted:
Weekly Hours: 40
Role Number:200381468
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 – and that by focusing on the smallest of details, we can make big impacts with our customers. Building this environment starts with you! As a Senior Customer Service Specialist, our exceptional service approach and passion for problem solving will create memorable experiences for our Retail customers. We are responsible for customer service recovery, as this team solves for extraordinary customer situations. This position is located on-site at the Apple campus in Austin, Texas.

Key Qualifications

  • Fluency in the Brazilian Portuguese language with excellent verbal, reading, writing and comprehension skills
  • Excellent English reading comprehension and writing skills
  • Minimum of 2 years of contact center / customer support experience
  • Proven understanding of Retail business processes, policies and procedures is helpful
  • Experience working in a fast-paced, constantly evolving environment and success setting priorities while working independently
  • Maintains composure across a variety of customer and peer interactions
  • Passion for customer service
  • Ability to listen and accurately comprehend complex customer scenarios
  • Confident and enthusiastic communication skills
  • Adept at working through ambiguous situations and flexibility and openness to seek new tasks as assigned
  • Strong analytical skills and ability to draw conclusions
  • Attention to detail
  • Self-motivated, innovative and works well under own initiative
  • Skilled at setting priorities and working to target timelines and metrics
  • Strong teammate and creative problem solver who is resourceful and flexible
  • Enthusiastic about delivering a compassionate customer service experience
  • Demonstrated excellent performance in prior roles
  • Flexibility to work 7 days a week from 6am - 10pm CST with most holidays

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). • 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.

Education & Experience

BA/BS preferred, or 5+ years Customer Service, equivalent experience

Additional Requirements