Istore Product Specialist

3 weeks ago

Johannesburg, South Africa Core Group Full time

**About the Company**:
iStore - The home of everything Apple, iStore is Africa’s largest Apple Premium Reseller. With a retail footprint of more than 31 physical and online stores across Africa that provide expert advice, Apple Authorised Repairs, Business, Education, training and technical support for anything and everything Apple.

**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

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