You troubleshoot, diagnose and perform repairs of iOS devices, Apple TV, Apple Watch, Beats, and other small devices and their accompanying software. You explain where technical issues may originate from as a result of having a deep understanding of hardware and software components. You support the pickup process for the team and customers. You mentor Technical Specialists on technical and customer service issues. You identify all customer needs and present product and service solutions. You empathize when technology is not working as expected and explain difficult technical problems in a manner in which the customer understands. You support customers in a timely manner and balance priorities to achieve individual and team productivity goals. You set reasonable expectations for customers and keep them updated throughout their interaction. You document all pertinent user information and the nature of the problem with accuracy in all supported systems. You record all transactions accurately to maintain service and inventory part accuracy. You develop product knowledge and research required information using all available tools and resources. You maintain knowledge of current in-store and online products and services, promotions, merchandise features, inventory, policies, and procedures. You offer accompanying accessories to improve the customer experience with iOS and other devices. You partner closely with the Product Zone team if a customer chooses to make a purchase. You identify and continuously provide feedback to Apple on unique customer problems and other issues. You perform additional support like check-in duties or service functions as needed.

As a Specialist, you’re highly skilled at uncovering customers’ needs, then following through with enlightening solutions. Not only are you the first person customers meet when they enter the store, you’re also the person who guides them — advising, selling and even setting up their new products. You perform other roles within the store too, whether it’s maintaining visual merchandising or assisting team members. Always curious, you stay on top of news about products and initiatives, ready to apply your learning in customer interactions. Your success is measured by team and individual productivity as well as overall store performance. You’re proud to represent Apple, and you get great satisfaction from helping customers develop lifelong relationships with Apple.

As a Business Expert, you introduce Apple solutions, technology, and services to business customers. You spend time on the sales floor, meeting first-time and current business customers and learning their needs. You generate new leads and build relationships, connecting over the phone or through in-store workshops and events. You discover customer needs through briefings and work with the Business Team to prepare and present proposals. For customers with more complex needs, you work with the entire Business Team to craft the ideal solutions. Finally, you inform and offer customers the complete suite of sales support options. By engaging customers to think about the possibilities of Apple technology in their businesses, you help build success - not only for your team, but for our customers as well.

The Senior Customer Advisor role is an extension of the Customer Advisor role. I continue to do everything expected of me as a Customer Advisor however I also have the responsibility of managing the shop floor and providing motivation to my team. Helping with customer expectation and providing a great service to all of the customers we see throughout the day.

The key responsibilities for me as a Customer Advisor for EE were to boost my store’s success by bringing to life EE’s ethos of sales and customer advice through sensational service. To keep up-to-date with all of EE’s products, services and promotions, and those of their competitors. To create an environment in which customers feel welcome and comfortable – engaging them in genuine, enjoyable conversations to understand their needs, help them choose the right products and show them how those products can make their digital life better and to also take pride in the appearance of the store, keeping it clean and tidy at all times.

The key responsibilities for me as a Demonstration Specialist for Bose were to put customers first and to focus on their needs to make them feel welcome, to meet targets and KPI’s set upon myself, to personalize a customer’s experience to make it suit them, to give suitable product recommendations based on information that has been found out from the customer and to give an outstanding customer experience overall.

The key responsibilities for me as a Retail Advisor for O2 were to put customers first and to focus on their needs to make them feel welcome, to meet targets and KPI’s set upon myself, to help customers with their phones and transfer their data across, to personalize a customer’s experience to make it suit them and to give an outstanding customer experience overall. I was also part of Apple's ‘Apple Master’ programme.