About the Role
As a Genius, you combine extensive functional troubleshooting skills with an ability to inspire excitement for the company's products and services. You deliver exceptional service and empower customers to get the most out of their products and services. You make sure customers are educated about repair options and company offerings, and you perform repairs on all products serviced in the store. You excel in repairing relationships with customers and demonstrate high standards of service and support in our retail stores. Additionally, you enhance team knowledge by modeling exceptional service, educating and mentoring team members.
Ready to apply for roles like this?
Unlock the company name and direct application link. Subscribers get instant access to fresh jobs across Dubai, Abu Dhabi and Riyadh, many with visa support.
Unlock employer & apply directly
Responsibilities
- Have extensive knowledge and stay up to date on all company products, services, and Genius Bar repair processes and procedures to support efficient and high-quality repairs.
- Support customers experiencing company product or software issues with care and empathy, using all tools and resources provided by the company.
- Troubleshoot, diagnose, repair, and resolve service concerns for company hardware and software.
- Provide excellent service to company 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 ensure that feedback is provided to the company.
- Utilize extensive knowledge of hardware and software components to identify the origins of technical concerns 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 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 the company’s values of inclusion and diversity in daily activities.
Minimum Qualifications
- Availability 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.
- Experience in retail or sales, or related work experience.
- Ability to visually inspect hardware and possess the fine motor skills required to safely conduct repairs.
- Experience troubleshooting hardware and software issues in a customer service environment.
- Proficiency in the local language, both written and spoken.
Preferred Qualifications
- Demonstrated technical expertise with company products and services, including repairing devices.
- Ability to analyze problems and follow troubleshooting steps to identify the root cause of a technical issue.
- Strong interpersonal skills to navigate customer service issues with care.
- Action-oriented mindset and motivation to do what’s best for the customer and the company, anticipating and adjusting for problems and roadblocks.
- Capability to work in a fast-paced environment, often under tight deadlines and pressure, while supporting multiple customers or hardware repairs simultaneously.
- Effective communication skills, tailored to different audiences.
- Collaboration and motivation across the store and among key partners to achieve individual and overall team goals.
- Willingness to support and educate the broader team by sharing knowledge, experiences, and insights.
- Ability to frequently handle, lift, and move merchandise safely.
