Bilingual Senior Customer Service Specialist – EMEIA

Apple; Denver (CO); Remote; USD 27,552 - 41,328; Full time

Job summary

Apple in Denver, USA, seeks a Senior Customer Service specialist for the EMEIA Retail Online team. You will support orders, service, and inbound sales with a focus on damage control and customer recovery.

The role requires strong German and English skills, at least two years in a call center, and a proven ability to resolve complex customer issues while maintaining high-quality service and timely follow-up.

Qualifications

• Excellent knowledge of German and English.
• At least 2 years of call center / customer service experience.
• Confirmed ability to solve complex customer problems.
• Strong verbal and written communication skills.

Responsibilities

• Support EMEIA OA and support teams via phone and chat.
• Manage customer issues and pending scenarios from frontline support specialists.
• Develop creative solutions to complex customer problems and follow through to resolution.
• Case-manage extraordinary situations, including outreach and follow-up via email and phone.
• Identify, report and act on emerging customer trends, suggest process improvements to improve customer experience.
• Coordinate and work cross-functionally to prevent and/or resolve and support customer issues.

Skills

German language

English language

Call center experience

Problem solving

Communication skills

Attention to detail

Analytical skills

Job description

Apple in Denver, USA, seeks a Senior Customer Service specialist for the EMEIA Retail Online team. You will support orders, service, and inbound sales with a focus on damage control and customer recovery.

The role requires strong German and English skills, at least two years in a call center, and a proven ability to resolve complex customer issues while maintaining high-quality service and timely follow-up.