Product Support Expert

• 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 programs and development programs such as:

- Participate in all trainings and examinations facilitated by China Headquarters and the Local Head Office.

- O-Elite examinations and interviews conducted by China Headquarters and the Local Head Office, 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 sales 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.

• May be assigned to different tasks and/or departments from time to time as required by business

needs.

Job Requirements:

* Minimum 1–2 years of experience in device repair and sales-related roles.

* At least a vocational certificate or equivalent qualification.

* NCII TESDA 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 protocol.