MY-Genius

Apple, Inc.; Selangor; On-site; MYR 40,000 - 80,000; Full time

Job summary

Apple Retail is seeking a Genius to combine extensive troubleshooting with the ability to inspire excitement for Apple products and services. You’ll educate customers on repair options, perform repairs, and empower teams to deliver top-tier service across the store.

You’ll stay up to date on products and repair processes, support escalations, mentor teammates, and contribute to an inclusive store environment that respects differences and fosters curiosity about Apple’s offerings.

Qualifications

• Retail or sales experience is required.
• Ability to visually inspect hardware and diagnose issues.
• Experience troubleshooting hardware and software in a customer-facing role.
• Proficient in local language (Malay/English) and customer communication.

Responsibilities

• Troubleshoot, diagnose, repair, and resolve service concerns for Apple hardware and software.
• Provide excellent service by understanding customer needs and offering appropriate solutions.
• Educate customers on repair options and Apple offerings while guiding purchases.
• Collaborate with team leads to identify recurring issues and relay feedback to Apple.
• Mentor and support Genius Bar team members and assist with escalations as needed.

Skills

Retail experience

Troubleshooting

Customer service

Hardware inspection

Communication skills

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.As a Genius, you combine extensive functional troubleshooting skills with an ability to inspire excitement for Apple’s 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 modeling 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 other’s differences and having the curiosity to learn.Demonstrate Apple’s 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.
• 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.

Preferred Qualifications

• 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.

At Apple, we believe accessibility is a fundamental human right. You’ll find that idea reflected in everything here — in our culture, our benefits and our digital tools. By welcoming as many perspectives as possible, we help you build a career where you feel like you belong.

Learn about accessibility in Apple’s workplace

We’re a diverse collective of thinkers and doers, continually reimagining what’s possible to help us all do what we love in new ways. And the same innovation that goes into our products also applies to our practices — strengthening our commitment to leave the world better than we found it. This is where your work can make a difference in people’s lives. Including your own.

We’re a diverse collective of thinkers and doers, continually reimagining what’s possible to help us all do what we love in new ways. And the same innovation that goes into our products also applies to our practices — strengthening our commitment to leave the world better than we found it. This is where your work can make a difference in people’s lives. Including your own.