After - Sales Support Executive - Paygo Phones, Lagos

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.

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.

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