Customer Support & After-Sales Executive (Tech & Retail) at Maxitech Global Investment Limited

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)