SE-Genius Admin
Mall of Scandinavia
Solna, Stockholm, Sweden
Apple Retail
Do you love hands-on problem solving? Are you passionate about sharing your technical knowledge and guidance with others? As a Genius Admin, you help deepen our customers' trust in Apple by coordinating oversight to one of our many skilled technicians. Using your amazing diagnostic and people skills, you create an extraordinary customer experience that provides them with swift resolutions to their technical issues. You also provide mentorship for our team and build their knowledge about products, while individually keeping your own technical know-how up to date. With your passion for delivering outstanding customer service and your caring nature, you are dedicated to providing the advice and support that help our customers and team members thrive. You work with others to foster a culture where everyone belongs and is inspired to do their best work.
Key Qualifications
- Provide information that team members need to do their jobs and make accurate decisions.
- Ability to orchestrate multiple activities simultaneously to accomplish a goal through planning, organization and prioritization.
- Ability to work independently and take initiative.
- Ability to learn, collaborate and provide peer feedback and guidance to others.
- Relevant technical expertise on Apple products and services.
- Strong interpersonal skills and experience navigating customer service issues with care.
- Action-oriented and motivated to do what’s best for the customer and Apple, often anticipating challenges and providing potential solutions.
- Ability to work in a fast-paced environment and make decisions quickly, sometimes under tight deadlines and pressure.
- Proven success in team environments demonstrating shared responsibility and accountability with other team members.
- Excellent communication skills, with the ability to tailor communication style to differing audiences.
- Contribute to an inclusive environment through respecting each others’ differences and having the curiosity to learn.
- Demonstrate Apple’s values of inclusion and diversity in daily activities.
Description
As a Genius Admin, you coordinate, organize, plan and support all operational activities needed to support the successful completion of repairs, including managing and supporting the customer pickup process. In partnership with the Operations team, you manage and track service part inventory and part orders. You assist with customer service issues and support in finding appropriate solutions.
You also provide peer feedback based on observations on the floor and the repair room. As needed, you complete repair tasks to support Genius Bar team and customer demand. You understand the processes involved in troubleshooting, diagnosing and resolving technical problems for all of our products. You use the APPLE Steps of Service to identify ownership opportunities, present product and service recommendations, and educate customers on relevant ways to buy.