Product Support Expert (Ayala Malls Fairview Terraces)

Millennial Zeal Technology Corporation; Quezon City; On-site; PHP 201,000 - 268,000; Full time

Job summary

Millennial Zeal Technology Corporation in Quezon City, Philippines, is seeking a Technical and Customer Service Support specialist to assist walk-in customers with mobile phone repair services, data backup guidance, and accessory sales, while maintaining accurate records in the Aftersales system.

The role also covers inventory management and administrative tasks, with a focus on achieving KPIs for repair orders, GMV, and upsell opportunities.

Qualifications

• Minimum 1–2 years of experience in device repair and sales-related roles.
• At least a vocational certificate or equivalent qualification.
• NCIITESDA certification is recommended.
• Previous experience in customer service, technical support, sales, or a related role is an advantage.
• Strong knowledge of computer systems, software applications, basic network troubleshooting, and electronics.
• Excellent verbal and written communication skills.
• Strong customer service, interpersonal, and problem-solving skills.
• Ability to explain technical concepts in a clear and understandable manner.
• Sales-oriented with the ability to identify customer needs and recommend appropriate products or services.
• Proficient in Microsoft Office applications.
• Ability to multitask, prioritize tasks, and work effectively in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Ability to work independently and collaboratively as part of a team.
• Willingness to work flexible schedules, including weekends, holidays, or shifting schedules, if required.
• Willing to learn new technologies, products, and adapt to company processes and protocols.

Responsibilities

• Provide assistance to walk-in customers in mobile phone repair services, accessory sales, software upgrades, and data backup guidance; receiving and releasing devices; inspection; informing customers about repair/data loss risks; and following SOPs.
• Assess the status of OPPO devices prior to repair to determine the appropriate maintenance type.
• Maintain accurate encoding of information in the Aftersales system for proper records.
• Provide updates on customers’ phone status and assist with general inquiries related to business.
• Maintain accurate inventory and safekeeping of spare parts, handsets, and IoT inventory in the store.
• Perform administrative tasks such as receiving deposits, issuing receipts, and preparing reimbursement forms.
• Participate in assessment-related programs and development trainings as facilitated by China Headquarters and Local Head Office.
• Promote and sell OPPO smartphones, IoT products, accessories, and aftersales services to walk-in customers while delivering excellent experience.
• Meet monthly KPIs including RO, GMV, per-unit sellout, and accessories/IoT targets.
• Identify customer needs and recommend suitable products to maximize satisfaction and store revenue.
• Upsell repair services by offering replacement parts and extended service options while maintaining transparency.
• Cross-sell OPPO devices and ecosystem products through aftersales interactions.
• Maintain knowledge of product specs, promotions, pricing, and financing options to close sales.
• Build long-term customer relationships through excellent service.

Skills

Customer service

Sales

Technical support

Communication

Problem-solving

Education

Vocational certificate or equivalent

NCIITESDA certification

Tools

Microsoft Office

Job description

Job Description:

Technical and Customer Service Support:

1. 1. Provide assistance to walk-in customers in mobile phone repair services, accessory sales, software upgrades, and data backup guidance; receiving and releasing of devices; physical inspection; informing customers about possible repair and data loss risks; and following proper standard operating procedure when repairing phones and other OPPO devices.
2. 2. Assess the status of OPPO devices prior to repair to determine the appropriate maintenance type.
3. 3. Maintain accurate encoding of information in the Aftersales system to ensure proper record-keeping and reference.
4. 4. Provide an update on customers’ phone status and assist with general inquiries related to business.

Asset and Administrative Management:

1. 1. Responsible for maintaining accurate inventory and safekeeping of spare parts, handsets, and IoT inventory in the store.
2. 2. Perform other administrative roles such as, but not limited to:

• - Receive and deposit the daily income and account for any discrepancy.
• - Issue official receipts and update the columnar entries.
• - Prepare reimbursement forms for expenses incurred, accountable for any discrepancy.

ProfessionalDevelopment:

1. 1. Participateinassessment-relatedprogramsanddevelopmentprogramssuchas:

• - Participate in alltrainings and examinations facilitated by China Headquartersand the LocalHeadOffice.
• - O-Elite examinations and interviews conducted by China Headquarters and the Local HeadOffice, and meet the required passing standard.

SalesPerformanceandTargetAchievement:

1. 1. Proactively promote and sell OPPOsmartphones, IoT products, accessories, and aftersalesservices to walk-in customers while delivering an excellent customer experience.
2. 2. AchieveassignedmonthlyKeyPerformanceIndicators(KPIs),including,butnotlimitedto:

• - Repair Order(RO)target
• - GrossMerchandiseValue(GMV)target
• - PerUnitSellouttarget
• - Accessory andIoTsalestarget,asapplicable

3. Identify customer needs and recommend the most suitable products, accessories, andservices to maximize customer satisfaction and increase store revenue.

4. Actively upsell repair services by recommending genuine replacement parts, preventivemaintenance services,extendedserviceoptions,andcomplementary accessorieswheneverappropriate. Ensure every customer interaction is maximized as a sales opportunity whilemaintaining transparency and customer trust.

5. Cross-sell OPPO devices and ecosystem products by leveraging aftersales interactions,converting service customers into potential sales opportunities.

6. Maintain a thorough understanding of product specifications, promotions, pricing, andfinancing options to confidently present solutions and close sales.

7. Buildlong-termcustomerrelationshipsthroughexcellentservice,resultinginrepeat purchases,referrals,andhighercustomersatisfaction.

Maybeassignedtodifferenttasksand/ordepartmentsfromtimetotimeasrequiredbybusiness

needs.

Job Requirements:

• *Minimum1–2yearsofexperience indevice repairand sales-related roles.
• *At least a vocational certificate or equivalent qualification.
• *NCIITESDAcertificationisrecommended.
• *Previousexperiencein customerservice, technicalsupport,sales,ora relatedroleis anadvantage.
• *Strong knowledge of computer systems, software applications, basicnetwork troubleshooting, andelectronics.
• *Excellentverbalandwrittencommunicationskills.
• *Strongcustomerservice,interpersonal,andproblem-solvingskills.
• *Abilitytoexplaintechnicalconceptsinaclearandunderstandablemanner.
• *Sales-orientedwiththeabilitytoidentifycustomerneedsandrecommendappropriateproductsorservices.
• *ProficientinMicrosoftOfficeapplications.
• *Abilitytomultitask,prioritizetasks,andworkeffectivelyinafast-pacedenvironment.
• *Strongattentiontodetailandorganizationalskills.
• *Abilitytoworkindependentlyandcollaborativelyaspartofateam.
• *Willingnesstoworkflexibleschedules,includingweekends,holidays,orshiftingschedules,ifrequired.
• * Willingtolearnnewtechnologies,products,andadapttocompanyprocessesandprotocol.