Genius

Apple, Inc.; Valencia; On-site; EUR 20,000 - 26,000; Full time

Job summary

Apple Retail in Valencia seeks a capable associate to deliver an extraordinary customer experience. You will help customers by understanding their needs, explaining Apple solutions, and guiding them through repairs and services with empathy and care.

You will work with team leaders to address recurring issues, use knowledge of Apple hardware and software to diagnose problems, and mentor junior team members as needed to maintain a high-performance store environment.

Qualifications

• Experience in retail or sales environments.
• Ability to troubleshoot hardware and software issues in a customer-service setting.
• Excellent communication and interpersonal skills.
• Available for varied retail hours including nights, weekends, and holidays.

Responsibilities

• Provide high-quality customer service at Apple Store in Valencia.
• Troubleshoot, diagnose, repair, and resolve customer issues with devices and software.
• Educate customers on products and services and offer recommendations.
• Collaborate with team to identify recurring repair problems and communicate feedback to Apple.

Skills

Retail experience

Customer service

Technical troubleshooting

Product knowledge

Communication

Tools

Repair tools

Diagnostic tools

Job description

Apple Retail is where the best of Apple comes together. We bring our expertise to help people do what they love, delivering an only-at-Apple experience. At Apple, we believe inclusion is a shared responsibility and we work together to foster a culture where everyone belongs and is inspired to do their best work.

Description

Have extensive knowledge and stay up to date on all Apple products, services, and Genius Bar repair processes and procedures to support efficient and high-quality repairs.

Support customers having Apple product or software issues with care and empathy, using all tools and resources provided by Apple.

Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.

Provide excellent service to Apple customers by seeking to understand their needs, identifying ownership opportunities, presenting product and service recommendations, and educating customers on relevant ways to buy.

Work with team leaders to identify recurring repair problems and other service concerns, and make sure that feedback is provided to Apple.

Use extensive knowledge of hardware and software components to identify where technical concerns may originate from and educate others on the team.

Serve as a Mentor, resource, and positive role model for Genius Bar team members.

Support leadership in providing timely resolution to customer escalations.

Perform other tasks as needed, including but not limited to supporting customer-facing activities on or off the sales floor.

Contribute to an inclusive environment by respecting each other's differences and having the curiosity to learn.

Demonstrate Apple's values of inclusion and diversity in daily activities.

Preferred Qualifications

You can:

• Demonstrate technical expertise of Apple products and services, including repairing devices.
• Analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
• Navigate customer service issues with care and strong interpersonal skills.
• Apply an action-oriented mindset and sense of motivation to do what's best for the customer and Apple, often anticipating and adjusting for problems and roadblocks.
• Work in a fast-paced environment, often under tight deadlines and pressure, while supporting multiple customers or hardware repairs at the same time.
• Communicate effectively and tailor your communication style to different audiences.
• Collaborate and motivate across the store and and among key partners to achieve individual and overall team goals.
• Support and educate the broader team by sharing knowledge, experiences, and insights.
• Frequently handle, lift, and move merchandise safely.

Minimum Qualifications

You should:

• Be available to work a schedule based on business needs that may include nights, weekends, and public holidays in the retail store, and reliably attend work as scheduled, in line with local laws and subject to any approved accommodations.
• Have experience in retail or sales, or related work experience.
• Have the ability to visually inspect hardware and the fine motor skills to safely conduct repairs.
• Have experience troubleshooting hardware and software issues in a customer service environment.
• Be proficient in the local language, both written and spoken (sign language supported).