Sun King

Off-grid solar home systems provider

After Sales Manager

Customer ExperienceUpdated on Nov 13

Full-timeLomé, TogoNo salary listedIn-person

About the Job

Requirements

A Bachelor's degree or Higher Diploma from a recognized institution in engineering or another relevant discipline.
At least 5 years of experience in after-sales services in renewable energy, electronic consumer goods, or the mobile industry.
Demonstrated experience managing an After Sales Service department in a fast-paced environment.
Strong verbal and written communication skills, including the ability to distill information and manage stakeholders to achieve results.
Customer-service focus and commitment to resolving customer issues.
Efficiency and organizational skills.
Ability to work without supervision and apply entrepreneurial, innovative thinking, problem-solving skills, and presence of mind.

Responsibilities

Lead the after-sales operations team in Togo and serve as the single point of contact for the Sales team and customers on after-sales and service queries.
Work with key stakeholders on service queries and build effective relationships with internal and external customers to support customer loyalty and satisfaction.
Deliver comprehensive service to customers making inquiries.
Resolve customer issues and ensure product replacements and warranty claims are completed within designated timelines.
Delegate customer inquiries to appropriate teams when needed.
Align services with relevant stakeholders, including Sales and Marketing, Legal, and Finance.
Develop and continuously improve the after-sales team, guide team members’ careers, and mentor them to build valuable skills.
Manage incoming calls and emails, record customer interactions and actions taken, and report on outcomes and customer disputes.
Develop training materials and conduct partner training on product troubleshooting, repairs, and replacement processes when requested.
Develop thorough knowledge of the company's product offerings.
Coordinate with technology teams to ensure company systems and applications meet customer-service needs.
Develop processes to improve the efficiency of current service operations.
Define and coordinate long-range after-sales strategic plans based on future business growth, following the Global Aftersales Strategy.
Maximize service-department efficiency and profitability across francophone countries in Africa in line with current offerings and projected business growth.
Meet key performance indicators, including service-level timelines and customer net promoter scores.
Provide management with periodic reports on after-sales and service activities.

Desired Qualifications

An advanced degree is an added advantage.

Location: Lome, Togo

About the Role:
Sun King is looking for an After Sales Manager to lead the After-sales operations team in Togo. 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 key stakeholders for service queries and build smooth relations with internal & external customers to obtain their loyalty to achieve best-in-class customer satisfaction.

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: Ensure the development and continuous improvement within the after-sales team. Guide team members’ careers. Drive professional growth within the team, mentoring team members 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 offerings.
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.

Have Bachelors degree or Higher Diploma from a recognized institution with a degree in engineering or other relevant disciplines.
An advanced degree is an added advantage.
5+ years experience in after-sales services in renewable energy, electronic consumer goods/ mobile industry.
Demonstrated experience in managing the After Sales Service department in a fast paced environment.
Excellent verbal and written communication skills with the ability to distill information and ability to manage stake holders to get results.
Passionate about customer service and resolving their issues.
Efficiency and organizational skills.
Entrepreneurial Spirit with qualities of being able to work. without supervision and figure things out with innovative thinking, problem-solving skills, and presence of mind.

About the Company

Sun King

Off-grid solar home systems provider

Sun King designs, manufactures, distributes, and finances solar home energy products for off-grid communities in Africa and Asia. Its range includes solar lanterns and solar home systems with inverters and storage that can power lights, radios, phones, and household appliances, all financed through a pay-as-you-go model with small mobile money installments after a low upfront payment. The company differentiates itself with an end-to-end approach—handling product design, manufacturing, distribution, and financing—supported by a large field-agent network and strategic acquisitions like PayGo Energy to expand into clean cooking. Its goal is to increase energy access by helping households leapfrog kerosene and unreliable grids, aiming to reach millions of homes and businesses, including over 2 million in Ethiopia by 2030.

Company size: 1,001-5,000
Company stage: Debt Financing
Total funding: $864.9M
Headquarters: Chicago, IL
Founded: 2008

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