Retail Online Senior Customer Service Specialist - Italian

Summary
As Steve Jobs said in 1997 when introducing the Apple Store Online: "We make amazing products. We should have an amazing purchasing experience." Twenty-six years on, the Apple Store Online is one of the world's biggest and most successful e-commerce sites. Our global mission is to bring a seamless, high-quality, digital retail experience to all of our customers. In Retail Customer Care (RCC), our team is able to bring this experience to life.

The Retail Online Senior Customer Service team is an integral part of RCC. We handle after-sales related consults and escalations from the Apple Online Store Inbound Sales, Service, and Order Administration groups. Responsible for damage control and customer service recovery, we take ownership of extraordinary customer situations to ensure resolution.

Description
The Retail Online SCS team receives phone and email consultations from internal colleagues, providing advice and taking over complex cases to ensure an amazing customer experience. We take ownership of customer escalations, remain the highest and sole point of contact for our customers until resolution.

Responsibilities include:
- Handling escalated customer issues and exceptional scenarios from frontline service specialists.
- Develop creative solutions to complex customer issues and follow through to resolution.
- Case management of extraordinary situations, including outreach and follow up by email and phone.
- Identify and escalate emerging customer trends, suggest process improvements to enhance the customer experience.
- Coordinate and work cross-functionally to prevent and/or resolve escalations.