After-Sales Manager

Location: Lagos

Job Summary: We seek an After-Sales Manager to oversee service operations, ensuring customer satisfaction and loyalty. This role involves maintaining service standards, managing the team, and driving continuous improvement. Ideal candidates will have extensive automobile industry experience, strong problem-solving skills, and a commitment to customer service excellence.

Key Responsibilities:

Service Operations Management:

  • Develop and implement after-sales strategies.
  • Handle customer service requests and complaints.
  • Monitor and improve service quality.

Customer Relationship Management:

  • Build and maintain customer relationships.
  • Conduct follow-ups to gather feedback.
  • Resolve issues promptly.

Team Leadership:

  • Lead and mentor the After-Sales team.
  • Conduct training sessions.
  • Foster a collaborative environment.

Service Performance Analysis:

  • Track and analyze performance metrics.
  • Present reports to senior management.
  • Implement corrective actions.

Warranty and Service Contract Management:

  • Manage warranty claims.
  • Oversee service contracts.
  • Negotiate and renew contracts.

Parts and Inventory Management:

  • Ensure spare parts availability.
  • Collaborate with procurement.
  • Monitor inventory turnover.

Budget Management:

  • Develop and manage the budget.
  • Optimize resource allocation.
  • Monitor expenses.

Qualifications:

  • Bachelor’s degree in Business Administration, Engineering, or related field.
  • 8+ years of after-sales experience in the automobile industry.
  • Proven record of customer satisfaction.
  • Strong knowledge of service operations.
  • Excellent communication and problem-solving skills.
  • Proficiency in CRM software.