Location: Lome, Togo
About the Role:
Sun King is looking for an After Sales Manager to lead the After-sales operations team in Togo. This role will be a single point of contact for the Sales team and customers for after-sales and service queries. This role will work with all the key stakeholders for service queries and build smooth relations with internal & external customers to obtain their loyalty to achieve best-in-class customer satisfaction.
- Partnership & Customer Service: Deliver a comprehensive service to enquiring customers. Find solutions and ensure product replacements and other warranty claims are closed within the designated timelines. Delegate certain customer inquiries to specific teams when needed. Ensure that the Services are aligned with all required stakeholders such as Sales/Marketing, Legal, and Finance.
- Team Management: Ensure the development and continuous improvement within the after-sales team. Guide team members’ careers. Drive professional growth within the team, mentoring team members to develop valuable skill sets.
- Dispute Management: Manage a large number of incoming calls and emails, keeping a record of customer interactions and details of actions taken. Report back on results addressing any issues/disputes from customers.
- Training: Build training materials and hold partner training about product troubleshooting, repairs, and replacement processes when requested. Develop a thorough knowledge of the product offerings.
- Systems and process design: Coordinate with technology teams to ensure company systems, including applications, meet customer service needs. Develop new processes to transform current service operations more efficiently.
- Drive Operational Efficiency: Based on the Global Aftersales Strategy, define and manage the coordination of the long-range strategic plans for the Aftersales business based on future business growth. Maximize efficiency and profitability for the service department within the francophone countries in africa, in line with the current offerings and the projected business growth. Meet KPIs, including service level timelines and customer net promoter scores.
- Documentation & MIS: Provide periodic reports to management on after-sales & service activities.
- Have Bachelors degree or Higher Diploma from a recognized institution with a degree in engineering or other relevant disciplines.
- An advanced degree is an added advantage.
- 5+ years experience in after-sales services in renewable energy, electronic consumer goods/ mobile industry.
- Demonstrated experience in managing the After Sales Service department in a fast paced environment.
- Excellent verbal and written communication skills with the ability to distill information and ability to manage stake holders to get results.
- Passionate about customer service and resolving their issues.
- Efficiency and organizational skills.
- Entrepreneurial Spirit with qualities of being able to work. without supervision and figure things out with innovative thinking, problem-solving skills, and presence of mind.
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.
