Product Support Expert (SM Center Lipa)

Millennial Zeal Technology Corporation; Tangob; On-site; PHP 167,000 - 279,000; Full time

Job summary

Millennial Zeal Technology Corporation in the Philippines is seeking a Tech Support and Customer Service Associate to assist walk-in customers with mobile phone repair services, accessory sales, software upgrades, and data backup guidance, while following standard procedures for OPPO devices.

You will maintain accurate records in the Aftersales system, manage inventory and basic administrative tasks, participate in training programs, and strive to meet KPIs including RO, GMV, and upsell targets,

Qualifications

• Minimum 1–2 years of experience in device repair and sales-related roles.
• Vocational certificate or equivalent qualification.
• NCIITESDA certification is recommended.
• Strong knowledge of computer systems, software applications, basic network troubleshooting, and electronics.
• Excellent verbal and written communication skills.
• Sales-oriented with the ability to identify customer needs and recommend appropriate products or services.

Responsibilities

• 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.
• Assess the status of OPPO devices prior to repair to determine the appropriate maintenance type.
• Maintain accurate encoding of information in the Aftersales system to ensure proper record-keeping and reference.
• Provide an update 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.
• 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.
• Participate in assessment-related programmes and development programmes including trainings and examinations by China Headquarters and the Local Head Office; meet passing standards.
• Proactively promote and sell OPPO smartphones, IoT products, accessories, and aftersales services to walk-in customers while delivering an excellent customer experience.
• Achieve assigned monthly KPIs including RO target, GMV target, per unit sellout target, and accessory/IoT sale target.
• Identify customer needs and recommend suitable products or services to maximize satisfaction and store revenue.
• Upsell repair services, replacement parts, preventive maintenance, and ecosystem products when appropriate; convert service customers into sales opportunities.
• Cross-sell OPPO devices and ecosystem products leveraging aftersales interactions; maintain product knowledge to present solutions and close sales.
• Build long-term customer relationships through excellent service and repeat purchases.

Skills

Customer service

Technical support

Sales

Communication skills

Multitasking

Problem solving

Team collaboration

Microsoft Office

Networking basics

Education

Vocational certificate or equivalent

NCIITESDA certification recommended

Tools

Microsoft Office

Job description

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.

Professional Development:

1. Participate in assessment-related programmes and development programmes such as:

• 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.

Sales Performance and Target Achievement:

1. Proactively promote and sell OPPO smartphones, IoT products, accessories, and aftersales services to walk-in customers while delivering an excellent customer experience.

2. Achieve assigned monthly Key Performance Indicators (KPIs), including, but not limited to:

• Repair Order (RO) target
• Gross Merchandise Value (GMV) target
• Per Unit Sellout target
• Accessory and IoT sale target, as applicable

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

4. Actively upsell repair services by recommending genuine replacement parts, preventive maintenance services, extended service options, and complementary accessories whenever appropriate. Ensure every customer interaction is maximized as a sales opportunity while maintaining 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. Build long-term customer relationships through excellent service, resulting in repeat purchases, referrals, and higher customer satisfaction.

Maybe assigned to different tasks and/or departments from time to time as required by business needs.

Job Requirements:

• Minimum1–2yearsofexperience indevice repairand sales-related roles.
• At least a vocational certificate or equivalent qualification.
• NCIITESDA certificationisrecommended.
• 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.