Apple Customer Service Jobs USA :: $20/Hour, 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.
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 on 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 extraordinary customer situations. This position is located on-site at the Apple campus in Austin, Texas.
|Post Name||Senior Customer Service Specialist|
|Salary||USD 18 To USD 20 Per Hour|
- Fluent written and verbal language skills in English (required)
- Minimum of 2 years of contact center/customer support experience
- A proven understanding of Retail business processes, policies, and procedures is helpful
- Experience working in a fast-paced, constantly evolving environment and successfully 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 their 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 7 am – 10 pm CST with most holidays
Education & Experience:
- BA/BS preferred, or 5+ years of Customer Service, equivalent experience
|Schedule Type||Full Time|
|Location||Austin, Texas, United States 78727|
Interview Questions for Senior Customer Service Specialist:
- How would you define good customer service?
- What appeals to you about this role?
- What’s the best customer service you’ve ever received? Why?
- Can you tell me about a time when you received poor customer service?
- Is there a difference between customer service and customer support?
- Can you tell me about a time when you were proud of the level of service you gave a customer?
- Have you ever dealt with an unreasonable customer? How did you handle it, and how would you handle it today?
- Have you ever bent the rules in assisting a customer? Tell me about the situation and the outcome.
- In your past work, have you ever received negative feedback from a customer? What did you do with that feedback?
- Can you tell me about a customer who you found difficult to understand and how you approached that interaction?
- Can you describe a time when you had to say no to an important customer’s request?
- What’s the best way to help a customer who has worked with multiple agents and hasn’t received the help they need?
- Tell me about a time when a customer was reporting a technical issue that you didn’t know the answer to. What was your approach, and how did it end up?
- Can you tell me about a situation with a customer when there wasn’t a clear policy to use and you needed to make a judgment call? How did you approach your decision, and what happened?
- Can you give me an example of a situation where there were major problems with your product/service and you needed to respond without having all the answers yet?