OPPO Recognizes 163 Frontline Employees at 2025 Smiling Angel Awards for Customer Service Excellence
Photo Credit: OPPO
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OPPO reports that its 77,000 frontline employees operate across more than 300,000 stores and service centers globally. The Smiling Angel initiative, rooted in the company’s philosophy of “Benfen”—which means doing the right thing and exceeding expectations—focuses on acknowledging staff who enhance user interactions through empathy and innovation.
Award recipient Trương Thị Hồng Nga, a service consultant in Vietnam, assisted a delivery worker whose device had shut down due to water damage. After resolving the issue within 30 minutes and providing waterproof accessories, the consultant helped the customer return to work that same day. According to the company, this case also prompted product improvements across OPPO's A-series.
Other recipients included Lim Chun in Malaysia, who recovered data from an unresponsive device, and Robiul Islam Rana in Bangladesh, known for his service efforts despite limited personal resources. Rana was recognized for his dedication, including traveling long distances to deliver phones to customers.
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Niluh Warniasih, a retail associate in Bali, emphasized relationship-building with her customers. “I know that in the world of sales, it's not just about the product, but also about the relationships. I build trust with customers by providing the best service. I always strive to do more—not just selling, but also creating an unforgettable experience for them,” said Warniasih.
“We’re no longer waiting in stores, but actively interacting with consumers through social media, delivering both functional and emotional value, for terminally improving our sales performance”, said Roy Chen, Head of OPPO’s Overseas Channel & Retail Department.
OPPO supports its customer service efforts through its 6S Service Standard, which governs the customer journey from service preparation to after-sales follow-up. The company also operates a structured talent development program under its “Care & Reach” philosophy, incorporating recruitment, training, and incentive systems like the Smiling Angel Awards.
“A consistently great user experience relies not just on standardized systems but the ability to understand and adapt to personal user needs wherever they are,” said Samuel Fang, Head of OPPO’s Global After-Sales Services.
OPPO also reports that its localized service initiatives include complimentary cold beverages in warmer regions and adaptations based on market-specific feedback. its service approach has earned multiple accolades in 2024, including awards in Indonesia, Malaysia, and Bangladesh for customer service and consumer protection.
For more information, visit www.oppo.com.
Source: OPPO
