Associate Manager, After Sales - Francophone, Togo
Sun King
Sales & Business Development
Togo
Posted on Mar 14, 2025
The Role & Opportunity:
Sun King is looking for an Associate Manager After Sales to lead the After-sales operations team in francophone countries in africa. This role will be a single point of contact for the Sales team and customers for after-sales and service queries. This role will work with all the stakeholders within Company as well as with key stakeholders on the customer side for service queries and builds smooth relations with internal & external customers to obtain their loyalty to achieve best-in-class customer satisfaction.
You will have the opportunity to work cross-functionally to find solutions for our customers, including product replacement requests, warranty claims, troubleshooting, logistics, and service training. If you are an excellent communicator obsessed with customer satisfaction, this role is for you
- Department
- Operations
- Employment Type
- Permanent - Full Time
- Location
- Togo
- Workplace type
- Onsite
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: Lead the development and continuous improvement within the after-sales team. Guide team members’ careers. Drive professional growth within the team, mentoring individuals 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 and service the company your work for is offering
· 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.
Any other business as assigned by your supervisor
You might be a strong candidate if you
- ● Top marks at a top 5 Regional or Globally recognized University with a degree in engineering or other relevant disciplines.
● An advanced degree is welcome
● 8+ years experience in after-sales services support in the electronic consumer goods/ mobile industry
● Demonstrated experience in managing the After Sales Service department in a target-driven role.
● Excellent verbal and written communication skills with the ability to distill information and understand 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 independently and figure things out with innovative thinking, problem-solving skills, and presence of mind.
● Demonstrates humility
● Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.
We are looking for someone who is driven, passionate, and excited about the opportunity to bring honest, affordable energy to homes in Africa. If this sounds like you, we would love to hear from you.
What we offer (in addition to compensation and statutory benefits):
Sun King offers competitive compensation, annual performance reviews, weekly professional development chats, a fun, supportive work environment, free lunch, medical insurance, a workplace accident scheme, and opportunities for continued professional career growth within a fast-growing global enterprise.
Sun King believes in equal opportunity for all people: We do not discriminate based on race, color, religion, sex, marital status, sexual orientation, national origin, HIV/AIDS status, or disability
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.
