Customer Success & After-Sales Service Representative
Full-time
Mikano
Job title : Customer Success & After-Sales Service Representative
Job Location : Lagos Deadline : September 05, 2026 Quick Recommended LinksPOSITION SUMMARY
The Customer Success & After-Sales Service Representative is the customer's primary point of contact across the full ownership lifecycle from delivery through every scheduled and reactive service touchpoint for generators and motor vehicles. The role executes the standardized customer journey end-to-end (welcome call, service reminders, relationship calls, satisfaction follow-up), performs Tier 1 remote diagnostics, coordinates SLA-bound dispatch, and drives AMC/contract growth, while ensuring every interaction is logged and traceable in the CRM/ERP.
TASKS AND RESPONSIBILITIES
- Handle inbound calls, emails, chats and messages covering faults, warranty claims, spare parts, AMC/service scheduling, and general enquiries.
- Run structured Tier 1 remote diagnostics (fuel, battery, cooling, ATS, fault codes; vehicle dashboard and basic mechanical/electrical issues) and route unresolved cases to Tier 2 field dispatch or workshop booking, with the escalation reason documented.
- Deliver the Welcome Call within 24 hours of delivery: confirm satisfaction (CSI), explain the first service, confirm mileage/hours, and capture communication preference in the CRM.
- Execute the Day 7 and Day 30 relationship touchpoints, and the recurring 3/6/12-month retention cycle (relationship calls, vehicle/generator health campaigns, loyalty and trade-in engagement).
- Log every service request in the CRM with complete customer, equipment/VIN, complaint and priority data.
- Coordinate field/workshop scheduling within SLA: 4-hour response for critical industrial units and urgent breakdowns; 8-hour for mid-range/express repair; 24-hour for light commercial/residential and routine servicing
- Log 100% of interactions in the CRM within the required timeframe; no customer should remain "No Contact" for more than 30 days.
- Follow the escalation ladder for unreachable customers - phone. WhatsApp. SMS. email. Sales Executive. Sales Manager. GM (VIP/high-value) and own each case to full resolution.
QUALIFICATIONS
- OND/HND/Bachelor's degree, or equivalent experience in customer service, automotive/technical support, or a related field.
- 1-3 years in a customer-facing, call center, or after-sales/technical support role; automotive or power-equipment industry experience is an advantage.
- Working knowledge of CRM/ERP systems, structured troubleshooting methods, and SLA-driven service environments.
- Strong communication skills across phone, WhatsApp, email and chat, with the composure to de-escalate and rebuild customer trust.
- Comfortable working to measurable targets (CSI, NPS, response time, conversion) and maintaining complete, timely documentation
Vacancy posted 15 hours ago
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