Product Support Expert (SM Lanang)

About the role

The Product Support Expert is a dedicated professional role within the Retail Sales and Services Department at Millennial Zeal Technology Corporation. This position combines technical troubleshooting expertise with sales capabilities to drive revenue growth and maximize client satisfaction in a retail environment focused on mobile phone repair services, accessory sales, and OPPO device support.

Key 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, accountable for any discrepancy
• 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 Key Performance Indicators (KPIs), including Repair Order (RO) target, Gross Merchandise Value (GMV) target, Per Unit Sellout target, and Accessory and IoT sales target

About you

• At least High School Graduate
• Minimum 1–2 years of experience in device repair and sales-related roles
• 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