Bilingual German/English Senior Customer Support Specialist

Apple

Des Moines (IA)

Remote

USD 20,664 - 28,929

Full time

14 days+

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Job summary

Apple in Des Moines, USA is seeking a Senior Customer Service professional to support EMEIA carrier and OA teams via phone and chat, addressing complex purchaser problems and ensuring timely resolutions.

The role requires fluent German and English, at least 2 years in customer support, and a proven ability to communicate clearly, analyze issues, manage cases, and collaborate with cross-functional teams to improve the customer experience.

Qualifications

Fluency in German and English required.
At least 2 years of call centre / customer support experience.
Ability to resolve complex consumer issues.
Strong communication, analytical, organisational, and administrative skills.
High-quality written and verbal communication skills.
Strong attention to detail.
Adaptability and willingness to take on new duties.
Self-motivated, works independently and may innovate.
Ability to prioritise obligations and manage time to meet deadlines.
Team player who is inventive and flexible.
Ability to resolve complex issues.

Responsibilities

Assist the EMEIA carrier and OA teams via phone and chat.
Handle raised purchaser problems and complex situations from frontline provider experts.
Expand innovative solutions to complex customer issues and secure resolution.
Manage case status, outreach, and compliance through email and phone conversations.
Identify, record and monitor emerging purchaser trends, and advocate process improvements to enhance the customer experience.
Coordinate cross-functional activities to prevent or resolve customer concerns and guide purchasers.