Senior Customer Service & Escalations Specialist

Apple; Augusta (ME); Remote; USD 27,552 - 41,328; Full time

Job summary

Apple seeks a Senior Customer Service professional in Augusta, ME to champion fast resolutions for customer contacts. You will handle complex cases, communicate across Cantonese, Mandarin, and English, and collaborate with Retail professionals to drive improvements in service quality.

Ideal candidates bring a Bachelor's degree and 2+ years in customer-facing roles, with strong problem-solving, negotiation, and listening skills to maintain loyalty and trust in the Apple brand.

Qualifications

• Bachelor's degree required or equivalent experience.
• 2+ years of customer-facing experience preferred.
• Ability to communicate across diverse languages (Cantonese, Mandarin, English).
• Strong interpersonal communication and active listening.
• Resourcefulness, versatility, and sound judgment.

Responsibilities

• Case manage complex customer issues to ensure fast resolutions.
• Review guidelines and make exceptions when needed.
• Support Retail contact centre specialists and improve procedures.
• Identify operational improvements and propose development ideas.

Skills

Cantonese

Mandarin

English

Customer service

Communication

Active listening

Negotiation

Problem solving

Teamwork

Education

Bachelor's degree

Job description

Apple seeks a Senior Customer Service professional in Augusta, ME to champion fast resolutions for customer contacts. You will handle complex cases, communicate across Cantonese, Mandarin, and English, and collaborate with Retail professionals to drive improvements in service quality.

Ideal candidates bring a Bachelor's degree and 2+ years in customer-facing roles, with strong problem-solving, negotiation, and listening skills to maintain loyalty and trust in the Apple brand.