Inspired by Apple's commitment to exceptional customer experiences, the Retail Customer Care (RCC) team delivers seamless support for the Apple Online Store. As a Senior Customer Service Specialist, you'll be a key player in our Retail Online team, handling escalated issues and complex cases to ensure customer satisfaction.
Description
You will act as the primary point of contact for customers, taking ownership of challenging situations and driving them to resolution. Your work will directly contribute to maintaining the high standards of the Apple Online Store experience.
Responsibilities
* Manage and resolve escalated customer issues originating from frontline support teams.
* Develop creative and effective solutions for complex customer problems, ensuring complete resolution.
* Proactively manage customer cases involving exceptional circumstances, maintaining consistent communication via email and phone.
* Identify emerging customer trends and recommend process improvements to enhance the overall customer experience.
Collaborate cross-functionally with various teams to prevent and resolve escalations efficiently.
Minimum Qualifications
* Fluency in French and English is essential.
* Minimum 2 years of experience in a call center or customer support environment.
* A passion for delivering outstanding customer service and exceeding expectations.
* Excellent communication skills, both written and verbal, with the ability to communicate confidently and enthusiastically.
* Strong analytical, organisational, and administrative abilities.
* Exceptional attention to detail.
* Adaptable and willing to embrace new challenges and responsibilities.
* Proven ability to prioritise tasks, manage time effectively, and meet deadlines.
* A collaborative team player with a resourceful and flexible approach.
* Demonstrated ability to solve complex problems and find effective solutions.
* High level of computer literacy.
Preferred Qualifications
Experience in second-level support is highly desirable.
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