iStore Product Specialist (6 Month Contract) at iStore

Description:

To ensure customers' needs are met in terms of technical advice and offering solutions. The Specialist is highly skilled at uncovering customers’ needs, then following through with meaningful solutions. The Product Specialist guides customers and colleagues with expert software knowledge.

Qualification:

Matric 

• Tertiary qualification and relevant certification(advantageous) 

Experience:

• Apple user and expert product and or program knowledge
• Passionate about Apple and eager to share that passion with others
• Teamwork, strong people skills, approachable, a good listener, and empathetic

Responsibilities:

• Contributes to success across the entire store by helping in all areas including:
• Visual Merchandising - Restocking
• Concierge
• Stock loss prevention
• Supports and collaborates with other team members by offering feedback and sharing best practices
• Observes store operations and provides recommendations to improve
• Learning and Sharing
• Builds a strong knowledge of Apple hardware, software and services
• Stays up-to-date on Apple training and processes (e.g. regularly checks and uses resources available in SEED)
• Seeks opportunities to learn from new experiences and resources to develop skillset
• Understands and can explain technical terminology to customers
• Provides troubleshooting advice on software and settings to customers and educates them on resources to continue learning

Customer Experience

• Proactively approaches and engages with customers to understand their needs, present complete solutions and create memorable experiences
• Follows the Apple Customer Experience (ACE) customer engagement framework
• Identifies small business customers and re-directs them to the SMB team
• Offers customized solutions to meet customers’ needs including business, education and creative professionals
• Offers and delivers Get Started* for customers purchasing new devices
• Delivers Demos to customers that bring the Apple ecosystem to life and excite customers to make a purchase

Sales

• Drives sales by creating owners of Apple products and services and increasing brand loyalty
• Offers accessories and services to make a complete solution
• Discusses ways to buy with the customer and makes sure they understand all payment and financing options
• Asks for the sale from the customer when a complete solution that is customized to the customer’s needs is determined
• Achieve Sales Target

Key Competencies:

Customer Focus

• Developing great customer relationships and providing the best solutions according to customer needs

Effective Communication

• Clear and impactful communication to address the specific needs of different audiences, using multiple formats and tools

Learning and Development

• Open, motivated and proactively seek learning and development opportunities

Tenacity

• Demonstrating enthusiasm and urgency, as well as striving for excellence, when it comes to achieving results and dealing with challenges

Location: National