After - Sales Support Executive

After - Sales Support Executive - Mobile Phones (Lagos)

About the role:

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.
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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.
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• 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.

About Sun King

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.

https://sunking.pinpointhq.com/postings/8120c840-f69f-4836-9221-5f7642f49d66