Associate Manager - After Sales at Sun King (Formerly Greenlight Planet)

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.