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.