After-Sales Manager - Cotonou (Benin Republic)

What you would be expected to do

• Ensure timely resolution of customer complaints, warranty claims, and service requests.
• Monitor service turnaround time (TAT) and implement improvements.
• Coordinate with technical teams, partners, and third-party service providers to deliver quality replacements, repairs/maintenance.

• Supervise, mentor & guide the after-sales executives, technicians, and assist staff.
• Conduct training sessions to enhance team customer handling and technical troubleshooting skills. Drive professional growth within the team, mentoring them to develop valuable skill sets.  

• Oversee warranty administration, including approvals, rejections, and documentation.
• Manage spare parts inventory, ensuring availability and cost efficiency.
• Liaise with internal & external stakeholders for timely spare parts procurement.

• Maintain good relationships with key clients, addressing escalations proactively.
• Conduct customer feedback surveys and implement service improvements.
• Ensure compliance with service level (SLAs).

• Coordinate with technology teams to ensure company systems meet customer service needs, including applications.
• Develop new processes to transform current service operations more efficiently. 

• 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. 
• Maximise efficiency and profitability for the service department within Benin, in line with the current offerings and the projected business growth.
• Meet KPIs, including service level timelines and customer net promoter scores. 

• Prepare and provide periodic reports on after-sales performance.
• Identify bottlenecks and implement process optimizations.
• Ensure compliance with company policies and industry regulations.

You might be a strong candidate if you have

• Bachelors degree or Higher Diploma from a recognised Institution in engineering or other relevant disciplines. 
• An advanced degree is welcome
• 6+ years of experience in after-sales services assistance in the electronic consumer goods/ renewable energy, or mobile industry
• Demonstrated experience managing the After Sales Service department in a goal-oriented role.
• Excellent verbal and written communication skills with the ability to distil information and get how to communicate to different audiences to get results.
• Passionate about customer service and resolving their issues
• The ability to maintain calm under pressure
• Efficiency and organizational skills
• Critical Thinker: Powerful ability to structure problems and drive towards solutions even in ambiguous situations
• Entrepreneurial Spirit with qualities of being able to work unassisted and figure things out with innovative thinking, problem-solving skills, and presence of mind. 
• Motivated by the social mission to provide energy to consumers and employment to rural communities. Should be a ethics-oriented person. 

What Sun King Offers

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• 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 Sun Center for Leadership.

About
Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection.Sun King has built a new kind of energy utility: distributed, green, customer-centric, and affordable. We bring clean, reliable, decentralized energy directly into people’s lives — from solar kits that provide first-time energy access to multi-kilowatt systems that serve both off-grid users and grid-connected customers powering larger homes, schools, hospitals, farms, offices, and light manufacturing.Already, 25 million homes and businesses rely on Sun King for electricity supply and the appliances and services it enables: lighting, televisions, fans, refrigeration, and smartphones. Sun King combines energy generation, energy-efficient appliances, installation, and financing into one seamless offering. Think of it as a distributed utility, designed for wherever energy is needed and designed to scale with its users as incomes and energy needs grow.Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ (PAYG) purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.14 a day via mobile money or cash.Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright.Sun King collects payments digitally through mobile money systems and its 35,000 field agents — over 1 million payments each day. To date, Sun King has extended more than $1.4 billion in PAYG loans to customers.Sun King began by powering homes and businesses with solar systems delivered through PAYG financing. Now, we’re using the same model to make smartphones and clean cooking equipment affordable: helping households connect to the digital economy and transition from wood-based fuels to modern, sustainable alternatives.Sun King employs 3,500 full-time staff in 14 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families. Sun King is committed to gender diversity in the workplace. Women represent 42% of Sun King’s workforce.