- Lead the development and continuous improvement within the after-sales team. Provide guidance for team members’ careers. Drive professional growth within the team, mentoring individuals to develop valuable skill sets.
- Support Marketing and the Training Department with technical documentation and market data
- Respond promptly to all requests and inquiries for product information or changes. Assess the need for any requested changes as well as their potential impact.
- Monitor pilot project performance and present the findings to key internal stakeholders
- Identify product regulatory standards / technical requirements and ensure compliance. Ensures that third parties comply and are familiar with all business processes and policies
- Support the execution of product pilots as needed by Product Managers
- Identify competitors, gather information, and analyze the competition’s strengths and weaknesses. Document Greenlight Planet’s competitive advantage and generate reports and presentations on the findings
- Deliver a comprehensive service to inquiring customers. Find solutions and close product replacements and other warranty claims 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.
- 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.
- Based on the Global Aftersales Strategy, define and coordinate the long-range strategic plans for the Aftersales business based on future business growth. Maximise efficiency and profitability for the African region’s service department, in line with the current offerings and the projected business growth. Meet KPIs, including service level timelines and customer net promoter scores.
- Coordinate with technology teams to ensure company systems meet customer service needs, including applications. Develop new processes to transform current service operations more efficiently.
- Provide periodic reports to management on product performance, after-sales & service activities.
You might be a strong candidate if you
A degree qualification from a recognised institution, preferably in Engineering
5 + experience in after-sales services support in the electronic consumer goods/ mobile industry
Demonstrated experience managing the After Sales Service department in a target-driven role.
Excellent verbal and written communication skills with the ability to distil information and understand how to communicate to different audiences to get results.
Strong organisational skills with the ability to prioritise, multi-task, and execute in a fast-paced environment
The ability to cultivate strong business relationships and work within a team
Proficiency in computer skills, including Microsoft Office Suite
Very strong 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.
What We Offer
An opportunity to grow as a professional in a dynamic, fast-growing, high-impact industry
The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing a smart, sustainable business with a profound impact on the world
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 Greenlight Academy
