After-Sales Support Executive - Paygo Phones

Job Description

Sun King is seeking a highly skilled and process-driven After-Sales Support Executive for Phones to lead our mobile phone after-sales support operations in Nigeria. This role is critical for ensuring exceptional service delivery, managing the end-to-end process of returned devices, and driving process excellence through automation and training. You will be the technical expert for our phone product line, improving efficiency, and ensuring sustainable practices in refurbishment and waste management. This role is for you if you are passionate about technology, process improvement, and customer satisfaction.

What you would be expected to do

Service Delivery & Technical Support

• Manage the end-to-end process for returned mobile devices, including initial diagnosis, quality control, and final disposition (repair, refurbish, replace, or recycle).
• Ensure the timely and accurate resolution of warranty claims and service tickets, adhering strictly to company policies.
• Conduct detailed analysis of returned devices to identify root causes and reduce NTF (No Trouble Found) rates.

Partner Training & Enablement

• Train and certify SSCs and partner staff on product knowledge, troubleshooting techniques, warranty policies, and replacement processes.
• Collaborate with the cross-functional team to design and deliver training programs for new products and after-sales initiatives.

Process Excellence & Continuous Improvement

• Develop, update, and enforce Standard Operating Procedures (SOPs) for all phone after-sales processes, from returns to waste management.
• Manage process improvement and automation projects, and customer support portal enhancements.
• Produce monthly warranty and replacement trend analysis reports to identify issues and drive proactive solutions.
• Maintain accurate and up-to-date documentation, including troubleshooting guides, warranty policies, and partner status reports.

Vendor & Sustainability Management

• Manage relationships with vendors for smartphone refurbishment and waste management, including contract negotiation and Terms of Engagement (TOE).
• Ensure all waste management partners are certified and comply with environmental regulations and Sun King's disposal policies.
• Oversee the invoicing and payment process for vendors, ensuring accuracy and timeliness.

Reporting & Analytics

• Develop and maintain dashboards and trackers to monitor key performance indicators (KPIs) such as turnaround time, NTF rate, and partner performance.
• Provide regular reports to the After-Sales Manager on operational performance, issues, and improvements.
• Any other business as assigned by your supervisor.

You might be a strong candidate if you

• 5+ years of experience in a technical after-sales role, specifically within the mobile phone industry (with a handset manufacturer, service centre, or major retailer).
• Strong expertise in mobile phone repair, troubleshooting, and quality control.
• Ability to interpret data, identify trends, and generate actionable insights.
• Excellent verbal and written communication skills with the ability to distil information and know how to communicate to different audiences to get results.
• Passionate about customer service and resolving their issues.
• Efficiency and organizational skills.
• Critical Thinker: Ability to structure problems and work towards solutions even in ambiguous situations.
• Entrepreneurial Spirit with qualities of being able to work 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.