After Sales - Manager, Togo

What you would be expected to do

• 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.

You might be a strong candidate if you

•  Have Bachelors degree or Higher Diploma from a recognized institution  with a degree in engineering or other relevant disciplines. 
• An advanced degree is an added advantage.
• 5+ years experience in after-sales services in renewable energy, electronic consumer goods/ mobile industry.
• Demonstrated experience in managing the After Sales Service department in a fast paced environment.
• Excellent verbal and written communication skills with the ability to distill information and ability to manage stake holders to get results.
• Passionate about customer service and resolving their issues.
• Efficiency and organizational skills.
• Entrepreneurial Spirit with qualities of being able to work. without supervision and figure things out with innovative thinking, problem-solving skills, and presence of mind. 

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.