Bilingual Remote Customer Service Representative

About the Company

At Apple, we believe that innovation is a collaborative effort and that a diverse team of perspectives is crucial to our success. We are dedicated to creating the best products and experiences in the world, and that starts with our people. Join a team where your passion for customer service, technology, and problem-solving can truly make a difference for millions of users worldwide.

Job Description

We are seeking a highly motivated and customer-focused Bilingual Remote Customer Service Representative to join our dynamic team. This is a 100% remote position, offering the flexibility to work from your home office while providing exceptional support to our global customer base. You will be the first point of contact for customers, assisting them with a wide range of inquiries related to Apple products and services. The ideal candidate will be fluent in both English and Spanish, possess excellent communication skills, and have a passion for technology and customer satisfaction.

Key Responsibilities

• Handle inbound customer inquiries, primarily via phone, email, and chat, in both English and Spanish.
• Provide accurate, empathetic, and timely information regarding Apple products, services, and policies.
• Diagnose and resolve customer issues, ranging from basic technical support to complex troubleshooting, for hardware and software.
• Document all customer interactions and resolutions thoroughly and accurately in our CRM system.
• Escalate unresolved issues to appropriate internal teams when necessary, ensuring a seamless customer experience.
• Maintain a high level of product knowledge and stay updated on new Apple releases and service updates.
• Adhere to company policies and procedures, including data privacy and security protocols.
• Contribute to team goals by maintaining high performance standards in a remote work environment.

Required Skills

• Fluency in English and Spanish (both verbal and written communication).
• Minimum of 2 years of experience in a customer service or support role.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and critical-thinking abilities with a focus on first-call resolution.
• Ability to work independently and manage time effectively in a remote setting.
• Proficiency with CRM software, ticketing systems, and standard office applications.
• Demonstrated passion for technology and a willingness to learn about Apple products.
• Reliable high-speed internet connection and a dedicated, quiet home office space.

Preferred Qualifications

• Experience in a remote customer support position.
• Previous experience supporting technology products or consumer electronics.
• Associate's or Bachelor's degree in a relevant field.
• Familiarity with Apple operating systems (iOS, macOS) and hardware.
• Ability to adapt quickly to changing priorities and customer needs.

Perks & Benefits

• Comprehensive health, dental, and vision insurance plans.
• Generous paid time off, including vacation, sick leave, and company holidays.
• Employee discounts on Apple products and services.
• 401(k) retirement plan with company matching contributions.
• Opportunities for professional development and career advancement within Apple.
• Access to wellness programs and employee assistance initiatives.
• A supportive and inclusive remote work culture.
• Home office stipend for eligible expenses.

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