• Application Deadline:
• Position: Associate Manager - After Sales


• Job Type Full Time


• Qualification BA/BSc/HND


• Experience 4 years


• Location Lagos


• Job Field Sales / Marketing / Retail / Business Development 
  

The Role & Opportunity

• We are looking for an Associate Manager - After Sales to lead the Aftersales operations team in Nigeria.


• This role will be a key point of contact for the Sales team, cross-functional departments, and customers for after-sales and service queries.


• This role will work with all the stakeholders within Company as well as with key stakeholders on the customer side for service queries and builds smooth relations with internal & external customers, to obtain their loyalty to achieve best in class customer satisfaction.


• You will have the opportunity to work cross-functionally to find solutions for our customers including product replacement requests, warranty claims, troubleshooting, logistics, and service training.


• If you are an excellent communicator with an obsession for customer satisfaction, this role is for you!

Responsibilities

What you would be expected to do:

• Team Management: Lead the development and continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team, mentoring individuals to develop valuable skillsets.


• Partnership & Customer Service: Deliver a comprehensive service to inquiring 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.


• 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 training for partners in relation to product troubleshooting, repairs, and replacement processes when requested. Develop a thorough knowledge of the product and service the company your work for is offering


• Drive Operational Efficiency: Meet KPI goals including service level timelines and customer net promoter scores.


• 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.


• Documentation & MIS: Provide periodic reports to management on after-sales & service activities.


• Any other business as assigned by your supervisor.

Requirements

You might be a strong candidate if you have:

The ideal candidate has:

• Bachelor’s Degree or its equivalent from a reputable institution in engineering, or other relevant disciplines.


• An Advanced Degree is welcome


• 4 years+ experience in after-sales services support in the electronic consumer goods/Inverter industry


• Excellent verbal and written communication skills with the ability to distill


• information and understand the way to communicate to different audiences in order to get results.


• Passionate about customer service and resolving their issues


• Efficiency and organizational skills


• Critical Thinker: Very strong ability to structure problems and drive towards


• solutions even in ambiguous situations


• Entrepreneurial Spirit with qualities of being able to work independently and figure things out with innovative thinking, problem-solving skills, and presence of mind.


• Demonstrates humility


• Driven by the social mission to provide energy to consumers and employment to rural communities.


• Should be a value-driven individual.

What We Offer (in addition to Compensation and Statutory Benefits)

• An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry; 


• The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world;  


• 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 Greenlight Academy.