After - Sales Support Executive at Sun King (Formerly Greenlight Planet)

About the role

• Sun King is seeking a highly skilled and process-driven After-Sales Support Executive for Phones to lead our mobile phone after-sales support operations in Nigeria.
• This role is critical for ensuring exceptional service delivery, managing the end-to-end process of returned devices, and driving process excellence through automation and training.
• You will be the technical expert for our phone product line, improving efficiency, and ensuring sustainable practices in refurbishment and waste management.
• This role is for you if you are passionate about technology, process improvement, and customer satisfaction.

What you would be expected to do
Service Delivery & Technical Support:

• Manage the end-to-end process for returned mobile devices, including initial diagnosis, quality control, and final disposition (repair, refurbish, replace, or recycle).
• Ensure the timely and accurate resolution of warranty claims and service tickets, adhering
• strictly to company policies.
• Conduct detailed analysis of returned devices to identify root causes and reduce NTF (No Trouble Found) rates.

Partner Training & Enablement:

• Train and certify SSCs and partner staff on product knowledge, troubleshooting techniques, warranty policies, and replacement processes.
•  Collaborate with the cross-functional team to design and deliver training programs for new products and after-sales initiatives.

Process Excellence & Continuous Improvement:

• Develop, update, and enforce Standard Operating Procedures (SOPs) for all phone after-sales processes, from returns to waste management.
• Manage process improvement and automation projects, and customer support portal enhancements.
• Produce monthly warranty and replacement trend analysis reports to identify issues and drive proactive solutions.
• Maintain accurate and up-to-date documentation, including troubleshooting guides, warranty policies, and partner status reports.

 Vendor & Sustainability Management:

• Manage relationships with vendors for smartphone refurbishment and waste management, including contract negotiation and Terms of Engagement (TOE).
• Ensure all waste management partners are certified and comply with environmental regulations and Sun King’s disposal policies.
• Oversee the invoicing and payment process for vendors, ensuring accuracy and timeliness.

Reporting & Analytics:

• Develop and maintain dashboards and trackers to monitor key performance indicators (KPIs) such as turnaround time, NTF rate, and partner performance.
• Provide regular reports to the After-Sales Manager on operational performance, issues, and improvements.
• Any other business as assigned by your supervisor.

Requirements
You might be a strong candidate if you:

• 5+ years of experience in a technical after-sales role, specifically within the mobile phone industry (with a handset manufacturer, service centre, or major retailer).
• Strong expertise in mobile phone repair, troubleshooting, and quality control.
• Ability to interpret data, identify trends, and generate actionable insights.
• Excellent verbal and written communication skills with the ability to distil information and know how to communicate to different audiences to get results.
• Passionate about customer service and resolving their issues
• Efficiency and organizational skills
• Critical Thinker: Ability to structure problems and work towards solutions even in ambiguous situations
• Entrepreneurial Spirit with qualities of being able to work and figure things out with innovative thinking, problem-solving skills, and presence of mind.