After Sales Associate- Phones, Togo

Department: Operations

Employment Type: Permanent - Full Time

Location: Togo

Description

What you would be expected to do

• 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.

• 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.

• Develop, update, and enforce Standard Operating Procedures (SOPs) for all phone after-sales processes, from returns to waste management.
• Lead 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.

• 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.

• 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, challenges, and improvements.
• Any other business as assigned by your supervisor.

You might be a strong candidate if you

• Have Bachelors degree or Higher Diploma from a recognized institution with a degree in engineering or other relevant disciplines.
• An advanced degree is welcome
• 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 understand how to communicate to different audiences to get results.
• Efficiency and organizational skills
• Critical Thinker: Powerful ability to structure problems and drive towards solutions even inambiguous 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.
• Driven by the social mission to provide energy to consumers and employment to rural communities. Should be a value-driven individual.

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.