Senior Customer Experience & Issue Resolution Specialist

Apple

Springfield (IL)

Remote

USD 23,419 - 31,684

Full time

14 days+

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Job summary

Apple in Springfield, USA, is seeking a Senior Customer Service Specialist for the EMEIA Retail online group. The role focuses on inbound income support and order management, handling customer issues from frontline service teams.

Ideal candidates communicate in German and English, bring strong written and verbal skills, and can resolve complex problems. This on-site position emphasizes attention to detail, adaptability, and teamwork in a fast-paced environment.

Qualifications

Fully fluent in German and English.
At least 2 years of contact center/customer service experience.
Proven ability to resolve complex customer issues.
Demonstrates strong written and verbal communication.
Detail-oriented with analytical, organizational and administrative skills.

Responsibilities

Assist the EMEIA provider and OA teams via phone and chat, handling customer issues.
Develop innovative solutions to complex customer issues and follow through to resolution.
Case management of outstanding issues, including outreach and follow-up by email and call.
Identify trends, report and propose process improvements to enhance the customer experience.
Coordinate cross-functional efforts to prevent or resolve customer concerns.