• Application Deadline:
• Position: Customer Support & After-Sales Executive (Tech & Retail)



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 2 - 3 years



• Location Lagos




• Job Field Customer Care 
  
  

Job Description

About the Role:

• We are hiring a Customer Support & After-Sales Executive to serve as the face and voice of Maxitech Global for all post-sale customer interactions.


• This role is responsible for handling support inquiries, after-sales coordination, and warranty cases with clarity, discipline, and professionalism.


• It is not a sales role. It is a trust and control role.


• You will report directly to the Head of Commercial Operations and work closely with Technical Services and Operations teams.

Key ResponsibilitiesCustomer Support & Communication

• Handle customer support inquiries via walk-in desk, phone, email, and WhatsApp.


• Acknowledge all issues promptly and communicate in a calm, professional manner.


• Set clear expectations and provide regular updates until resolution.

Ticketing & Case Management:

• Log all support cases into the company’s support tracker / ticketing system.


• Maintain accurate records including customer details, product serial numbers, issue type, and resolution status.


• Ensure no case is handled without proper documentation.

After-Sales & Warranty Coordination:

• Coordinate diagnostics, repairs, DOA cases, and warranty claims with internal teams and vendors.


• Ensure all warranty processes follow OEM and company policies.


• Follow up consistently until cases are fully resolved.

Escalation & Control:

• Act as a gatekeeper for escalations—only validated and documented cases are escalated.


• Prepare escalation summaries for the Head of Commercial Operations when remedies are required.


• Prevent unauthorized commitments, refunds, or replacements.

Reporting:

• Provide weekly reports on:


• Number of support tickets


• Aging and resolution status


• Recurring issues


• Escalations and warranty exposure


• Service Level Expectations (SLAs)


• First response to customer inquiries: within 30 minutes (business hours)


• Minor support issues: resolved within 48 hours


• Diagnostics and repair coordination: within 3 working days


• Warranty or vendor-dependent cases: 5–7 working days, with daily customer updates


• No unresolved ticket beyond 14 days without formal escalation

Authority Limits:

• This role does not approve refunds, replacements, discounts, or concessions.


• All financial or commercial remedies must be approved by the Head of Commercial Operations.


• Unauthorized promises or commitments are strictly prohibited.

Requirements

• 2–3 years experience in customer service, after-sales support, or service coordination.


• Strong written and spoken English.


• Calm, professional, and structured communication style.


• Highly organized and comfortable working with logs, trackers, and systems.


• Ability to handle difficult customers without losing composure.


• Experience in tech, electronics, or warranty support is an advantage.

What Success Looks Like

• Customers feel informed and supported at all times.


• Support issues are tracked, resolved, and closed systematically.


• Escalations are controlled and justified.


• The brand is represented with consistency and professionalism.

Why Join Maxitech Global:

Work with a fast-growing technology company.

Clear processes and defined authority—no chaos.

Opportunity to be the public face of a respected brand.

Job Types: Full-time, Permanent

Ability to commute/relocate:

• Ikeja: Reliably commute or planning to relocate before starting work (Required)

Application Question(s)

Education:

Undergraduate (Required)

Experience:

• customer support or after-sales issues: 3 years (Required)

Language:

• English, Igbo, Yoruba (Preferred)

Willingness to travel:

• 50% (Preferred)