Apple RCC Senior Customer Service Specialist (Spanish) in Austin, Texas
RCC Senior Customer Service Specialist (Spanish)
Job Number: 113055742
Austin, Texas, United States
Weekly Hours: 40.00
The AMR Retail Contact Center Senior Customer Service team is the support channel for the Retail Contact Center 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.
This role is located on our campus in Austin, TX.
Bilingual fluency in English and Spanish is required (reading, writing and speaking)
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
Strong analytical skills
Attention to detail
Adaptability and willingness to take on new tasks
Self motivated, works well under own initiative and can innovate
Ability to prioritize tasks and work to deadlines and targets
Strong team player who is resourceful and flexible
Ability to solve complex problems
Demonstrated solid performance record
The Senior Customer Service Specialist supports the AMR Service teams through telephone.
Handling escalated customer issues and exceptional scenarios from frontline service specialists
Develop creative solutions to complex customer issues and follow through to resolution
Case manage extraordinary situations, including outreach and follow up by email and phone
Identify and escalate emerging customer trends, suggest process improvements to enhance the customer experience
Coordinate and work cross-functionally to prevent and/or resolve escalations
BA/BS preferred, or equivalent experience