Background information about the job or company (e.g., role context, company overview)

We are looking for a highly customer-focused After-Sales Manager to lead and strengthen our national after-sales operations. This role is ideal for someone with a strong background in customer service, customer experience, complaint resolution, call centre management, field operations, or service delivery.

This is not primarily a technical repair role. The successful candidate does not need to personally repair products. Instead, they will be responsible for ensuring that customers receive timely, professional, and effective support after purchase, and that service teams, repair centres, partners, and internal departments work together to resolve customer issues quickly and consistently.

The role will focus on improving customer trust, reducing repair turnaround times, strengthening service processes, improving communication with customers, and building a culture of accountability across the after-sales function.

Responsibilities or duties

The After-Sales Manager will be responsible for:

• Leading the national after-sales function with a strong focus on customer experience, service quality, and timely issue resolution.
• Managing the end-to-end customer journey for warranty support, repairs, replacements, escalations, and complaint resolution.
• Ensuring customer issues are properly logged, tracked, followed up, and closed in the relevant service management system.
• Monitoring repair turnaround times, unresolved cases, repeat repairs, service centre performance, and customer satisfaction.
• Coordinating with technical teams, service centres, call centre teams, field teams, logistics, inventory, sales, and credit to resolve customer issues.
• Establishing clear service standards, SLAs, escalation pathways, SOPs, and reporting routines.
• Reviewing reports and dashboards on after-sales performance, service quality, customer complaints, and improvement actions.
• Coaching and leading after-sales teams to build a culture of ownership, empathy, urgency, and accountability.

Qualifications or requirements (e.g., education, skills)

The ideal candidate should have:

• A bachelor’s degree in Business Administration, Customer Experience, Operations Management, Marketing, Communications, Social Sciences, or another relevant field.
• At least 6–10 years’ experience in customer service, customer experience, service operations, call centre management, field operations, or complaint resolution.
• At least 3–5 years’ experience in a leadership role, managing teams, service processes, customer operations, or multi-location service delivery.
• Strong experience handling customer complaints, escalations, service standards, and operational follow-through.
• Experience using CRM, ticketing, service management, or customer support systems.
• Strong reporting, data analysis, communication, and problem-solving skills.
• Ability to work across departments and influence teams that do not directly report to the role.

Experience needed

Experience in solar energy, consumer electronics, PAYGo, telecoms, financial services, FMCG distribution, logistics, or other high-volume customer service environments will be an added advantage.

Any other provided details (e.g., benefits, work environment, team info, or additional notes)

We are looking for a leader who can bring structure, urgency, and care to the after-sales function. The right candidate will be someone who understands that after-sales is not only about repairs. It is about protecting customer trust, restoring confidence, and ensuring customers feel supported after they buy.

The successful candidate must be able to build systems, improve team accountability, work across departments, and ensure that customer issues do not fall through the cracks.

We are an equal opportunity employer. All qualified applicants will receive consideration without regard to race, colour, religion, gender, national origin, disability status, protected veteran status, or any other characteristic protected by law.

• Leading the national after-sales function with a strong focus on customer experience, service quality, and timely issue resolution.
• Managing the end-to-end customer journey for warranty support, repairs, replacements, escalations, and complaint resolution.
• Ensuring customer issues are properly logged, tracked, followed up, and closed in the relevant service management system.
• Monitoring repair turnaround times, unresolved cases, repeat repairs, service centre performance, and customer satisfaction.
• Coordinating with technical teams, service centres, call centre teams, field teams, logistics, inventory, sales, and credit to resolve customer issues.
• Establishing clear service standards, SLAs, escalation pathways, SOPs, and reporting routines.
• Reviewing reports and dashboards on after-sales performance, service quality, customer complaints, and improvement actions.
• Coaching and leading after-sales teams to build a culture of ownership, empathy, urgency, and accountability.

• Strong reporting skills
• Data analysis skills
• Communication skills
• Problem-solving skills
• Ability to work across departments and influence teams
• Experience using CRM, ticketing, service management, or customer support systems

• A bachelor’s degree in Business Administration, Customer Experience, Operations Management, Marketing, Communications, Social Sciences, or another relevant field.
• At least 6–10 years’ experience in customer service, customer experience, service operations, call centre management, field operations, or complaint resolution.
• At least 3–5 years’ experience in a leadership role, managing teams, service processes, customer operations, or multi-location service delivery.
• Strong experience handling customer complaints, escalations, service standards, and operational follow-through.