After-Sales Key Account Executive - EBD
Sun King
Sales & Business Development
Malawi
Posted on Sep 18, 2024
Location: Malawi
The Team you will join:
The Sun King Operations team makes sure Sun King products are produced, shipped, imported, and distributed to consumers around the world and ensures that warranty products are promptly attended to, and end of life products are disposed of. The Operations team is comprised of innovative, solutions oriented people that work closely with Sun King’s global and regional Research and Procurement, Sales, Finance, and Marketing teams to make sure hundreds of thousands of Sun King products reach last-mile consumers each month.
About the role:
This role offers a transformative opportunity for a passionate and values-powered innovator to shape customer experiences for millions in off-grid communities. You will leverage your technical and methodical skills to solve customer problems across product replacement, warranty claims, troubleshooting, logistics, and service training. Teamwork across functions is key, and as an exceptional communicator with a customer-centric obsession, you will thrive in finding solutions that drive satisfaction. If you are motivated by impact and ready to build products and services that truly matter, this could be your ideal career move.
The Team you will join:
The Sun King Operations team makes sure Sun King products are produced, shipped, imported, and distributed to consumers around the world and ensures that warranty products are promptly attended to, and end of life products are disposed of. The Operations team is comprised of innovative, solutions oriented people that work closely with Sun King’s global and regional Research and Procurement, Sales, Finance, and Marketing teams to make sure hundreds of thousands of Sun King products reach last-mile consumers each month.
About the role:
This role offers a transformative opportunity for a passionate and values-powered innovator to shape customer experiences for millions in off-grid communities. You will leverage your technical and methodical skills to solve customer problems across product replacement, warranty claims, troubleshooting, logistics, and service training. Teamwork across functions is key, and as an exceptional communicator with a customer-centric obsession, you will thrive in finding solutions that drive satisfaction. If you are motivated by impact and ready to build products and services that truly matter, this could be your ideal career move.
- Department
- Operations
- Employment Type
- Permanent - Full Time
- Location
- Malawi
- Workplace type
- Onsite
- Reporting To
- After Sales Manager
What you would be expected to do:
Customer Service & Warranty Resolution:
- Manage a high volume of warranty claims and complaints across various channels.
- Conduct thorough investigations to diagnose issues, identify root causes, and implement appropriate solutions.
- Communicate effectively with customers, shops, and retailers throughout the resolution process, providing timely updates and managing expectations.
- Validate warranty claims according to company policies and procedures, ensuring customer satisfaction and minimizing financial impact.
- Ensure timely closure of warranty claims within established timelines and quality standards.
- Identify and escalate complex or recurring issues to relevant internal teams for further investigation and resolution.
- Track and evaluate warranty trends to identify areas for improvement in product quality, service processes, and customer experience.
Project Management & Partnership:
- Drive and manage various after-sales projects, including warranty improvement initiatives, process optimization, and customer satisfaction enhancement programs.
- Develop and maintain project plans, timelines, budgets, and resource allocation strategies.
- Proactively communicate project progress and problems to stakeholders and obtain necessary approvals.
- Work effectively with cross-functional teams to ensure project success.
- Track and report on project metrics to measure progress and identify opportunities for improvement.
Training & Development:
- Build and deliver training materials for partners and internal teams on product troubleshooting, repairs, and replacement processes, ensuring clear and concise instructions tailored to different learning styles.
- Conduct engaging training sessions in various formats to effectively transfer knowledge and skills.
- Develop a thorough knowledge of the company's products, services, and policies through continuous learning, attending product updates, and participating in training programs.
Communication & Relationship Management:
- Serve as the single point of contact for all after-sales-related inquiries and issues from customers and internal and external stakeholders.
- Build and maintain strong relationships with internal teams and external partners to facilitate efficient problem-solving.
- Provide clear and concise communication through written reports, presentations, and verbal discussions.
Documentation & MIS:
- Provide periodic reports to management on after-sales & service activities, reviewing data to identify trends, opportunities for improvement, and areas requiring further investigation.
- Maintain accurate and detailed records of customer interactions and service activities in a designated system, ensuring easy access and retrieval for future reference.
- Present data and insights in a clear and concise manner to stakeholders using relevant visuals and reporting tools, highlighting key findings and recommendations.
Performance Management:
- Meet defined KPIs, including SLA timelines, customer satisfaction metrics, and warranty claim closure rates within established targets.
- Continuously monitor and review performance metrics, identifying areas for improvement and implementing corrective actions as needed.
You might be a strong candidate if you:
- Hold a degree in business administration, engineering, or other relevant disciplines.
- Have an advanced degree.
- Have at least 4 years of experience in after-sales services assistance in the electronic consumer goods/ mobile industry.
- Posses excellent presentation, verbal and written communication skills.
- Are passionate about customer service and resolving their issues.
- Have the ability to collect and synthesize customer feedback for actionable items.
What we offer (in addition to compensation and statutory benefits):
- A platform for professional growth in a rapidly expanding, high-impact sector.
- Immerse in a collaborative culture, energized by employees of Sun King who are collectively motivated by fostering a transformative, sustainable venture.
- A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
- Tailored learning pathways through the Sun King Center for Leadership to elevate your leadership and managerial capabilities.
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 connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 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. To date, our Sun King solar products have saved customers more than $4 billion cumulatively.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers.
Sun King employs 2,800 full-time staff in 12 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 44% of Sun King’s workforce.
