About this role
Location: Lome, Togo About the Role: Sun King is looking for an After Sales Manager to lead the After-sales operations team in Togo. This role will be a single point of contact for the Sales team and customers for after-sales and service queries. This role will work with all the key stakeholders for service queries and build smooth relations with internal & external customers to obtain their loyalty to achieve best-in-class customer satisfaction. Partnership & Customer Service: Deliver a comprehensive service to enquiring 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. Ensure that the Services are aligned with all required stakeholders such as Sales/Marketing, Legal, and Finance. Team Management: Ensure the development and continuous improvement within the after-sales team. Guide team members’ careers. Drive professional growth within the team, mentoring team members to develop valuable skill sets. 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 partner training about product troubleshooting, repairs, and replacement processes when requested. Develop a thorough knowledge of the product offerings. 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. Drive Operational Efficiency: Based on the Global Aftersales Strategy, define and manage the coordination of the long-range strategic plans for the Aftersales business based on future business growth. Maximize efficiency and profitability for the service department within the francophone countries in africa, in line with the current offerings and the projected business growth. Meet KPIs, including service level timelines and customer net promoter scores. Documentation & MIS: Provide periodic reports to management on after-sales & service activities.