Apple Retail - Genius (Technical )

Apple; Mumbai, Bengaluru; On-site; INR 600,000 - 1,100,000; Full time

Benefits offered by this job

Benefits link

Job summary

Apple Retail is seeking a skilled Genius to deliver exceptional service and empower customers to get the most out of their Apple products. You will educate customers on repair options, perform repairs, and mentor team members in a fast-paced retail environment.

Join Apple to uphold its values of inclusion and diversity while delivering high-quality repairs and a memorable in-store experience for every customer in Mumbai.

Qualifications

• Experience troubleshooting hardware and software in a customer service setting.
• Retail or sales experience is preferred.
• Ability to repair Apple devices and explain repair options to customers.

Responsibilities

• Diagnose and repair Apple hardware and software for customers.
• Educate customers on product options and best practices.
• Mentor and coach Genius Bar team members on repair processes.
• Support leadership in resolving customer escalations.
• Contribute to an inclusive environment and uphold Apple values.

Skills

Troubleshooting

Customer Service

Apple products

Mentoring

Tools

Repair tools

Job description

Summary

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.

As a Genius, you combine extensive functional troubleshooting skills with an ability to inspire excitement for Apples products and services. You deliver exceptional service and empower customers to get the most out of their Apple products and services. A Genius makes sure customers are educated about repair options and Apple offerings, and performs repairs on all Apple products serviced in the store.

A Genius excels in repairing relationships with customers and demonstrates the high standard of service and support in our retail stores. You enhance team knowledge by modelling exceptional service and educating and mentoring team members.

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 others differences and having the curiosity to learn.

Demonstrate Apples values of inclusion and diversity in daily activities.

Role & responsibilities

• 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 others differences and having the curiosity to learn.
• Demonstrate Apples values of inclusion and diversity in daily activities.

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.
• Possess the visual inspection and fine motor skills to safely perform hardware repairs.
• Have experience troubleshooting hardware and software issues in a customer service environment.

Preferred Qualifications

You can:

• Demonstrate technical expertise of Apple products and services, including repairing devices.
• Analyse 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 whats 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.

Perks and benefits

• https://www.apple.com/careers/in/benefits.html