Product Support Expert (SM Center Lemery)

Millennial Zeal Technology Corporation; Lemery; On-site; PHP 223,000 - 335,000; Full time

Job summary

Millennial Zeal Technology Corporation is seeking a Technical and Customer Service Support associate in Batangas to assist walk-in customers with phone repairs, accessory sales, software upgrades, and data backup guidance. The role includes inventory management and administrative duties, while meeting KPIs and driving sales.

The ideal candidate has 1–2 years in device repair or sales, a vocational certificate, and strong communication skills.

Qualifications

• Minimum 1–2 years of experience in device repair and sales-related roles.
• At least a vocational certificate or equivalent qualification.
• NCI-ITES/DA 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

• Assist walk-in customers with mobile phone repair services, accessory sales, software upgrades, and data backup guidance.
• Receive and release devices; perform physical inspection; inform customers about repair/data loss risks.
• Follow proper SOPs when repairing OPPO devices.
• Maintain accurate inventory and safekeeping of spare parts, handsets, and IoT inventory in the store.
• Handle administrative tasks: receive deposits, issue receipts, and prepare reimbursement forms.
• Participate in assessment-related programs and development trainings organized by China HQ and Local Head Office.
• Promote and sell OPPO smartphones, IoT products, accessories, and aftersales services to walk-in customers while delivering an excellent customer experience.
• Meet assigned monthly KPIs including RO, GMV, per-unit sellout, and accessories sales.
• Identify customer needs and recommend suitable products or services to maximize satisfaction and store revenue.
• Actively upsell repair services by recommending genuine replacement parts, preventative maintenance services, and extended service options.
• Cross-sell OPPO devices and ecosystem products by leveraging aftersales interactions.
• Maintain knowledge of product specifications, promotions, pricing, and financing options to confidently present solutions and close sales.
• Build long-term customer relationships through excellent service, resulting in repeat purchases, referrals, and higher satisfaction.
• Maybe assigned to different tasks and/or departments from time to time as required by business needs.

Skills

Customer service

Technical support

Sales

Troubleshooting

Communication skills

Multitasking

Attention to detail

Teamwork

Learning new technologies

Education

Vocational certificate or equivalent

NCI-ITES/DA certification (recommended)

Tools

Microsoft Office

Job description

Technical and Customer Service Support:

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. Assess the status of OPPO devices prior to repair to determine the appropriate maintenance type.

3. Maintain accurate encoding of information in the Aftersales system to ensure proper record-keeping

and reference.

4. Provide an update on customers’ phone status and assist with general inquiries related to business.

Asset and Administrative Management:

1. Responsible for maintaining accurate inventory and safekeeping of spare parts, handsets, and IoT

inventory in the store.

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. 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. Proactively promote and sell OPPOsmartphones, IoT products, accessories, and aftersalesservices to walk‑in customers while delivering an excellent customer experience.

2. AchieveassignedmonthlyKeyPerformanceIndicators(KPIs),including,but not limited to:

• - 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, and financing 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.