Job Description

Locations

• Hong Kong, Hong Kong

Salary

Skills Required

• technical supportintermediate
• skilled troubleshootingintermediate
• generating excitementintermediate
• delivering exceptional serviceintermediate
• empowering customersintermediate
• educating customersintermediate
• develop knowledgeintermediate
• stay up to dateintermediate
• support efficient and high-quality repairsintermediate
• support customers with care and empathyintermediate
• using tools and resourcesintermediate
• troubleshootintermediate
• diagnoseintermediate
• resolve service concernsintermediate
• identify recurring repair problemsintermediate
• provide feedbackintermediate
• seeking to understand needsintermediate
• identifying ownership opportunitiesintermediate
• presenting product and service recommendationsintermediate
• contribute to an inclusive environmentintermediate
• respecting differencesintermediate
• having curiosity to learnintermediate
• demonstrate inclusion and diversityintermediate

Required Qualifications

• You should have 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)
• You should also be proficient in the local language, both written and spoken. (experience)

Preferred Qualifications

• You can: (experience)
• Demonstrate technical expertise of Apple products and services. (experience)
• Follow troubleshooting steps to identify the root cause of a technical issue in a customer service environment. (experience)
• Navigate customer service issues with care and strong interpersonal skills. (experience)
• Consistently learn about and deepen your understanding of Apple products and services and third party products to enhance the customer experience. (experience)
• Work in a fast-paced environment and balance multiple tasks at the same time. (experience)
• Work well in a team environment, demonstrating shared responsibility and accountability with other team members. (experience)
• Be trusted with sensitive or confidential information, keeping with Apple’s core values. (experience)
• Be curious and open to learning from others and helping each other grow. (experience)

Responsibilities

• Develop knowledge and stay up to date on Apple products, services, and Genius Bar repair processes 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, and resolve service concerns for select Apple hardware and software.
• Work with team leaders to identify recurring repair problems and other service concerns, and make sure that feedback is provided to Apple.
• 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.
• 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.

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