Customer Success & After-Sales Service Representative

Role Overview

The Customer Success & After-Sales Service Representative is the primary point of contact for customers throughout the ownership lifecycle of generators and motor vehicles. This role involves managing customer interactions, performing remote diagnostics, coordinating service dispatches, and ensuring customer satisfaction through structured touchpoints.

Responsibilities

• Handle inbound calls, emails, chats, and messages related to faults, warranty claims, spare parts, AMC/service scheduling, and general inquiries.
• Conduct Tier 1 remote diagnostics and escalate unresolved issues to Tier 2 field dispatch or workshop booking.
• Deliver a Welcome Call within 24 hours of delivery, confirming satisfaction and capturing communication preferences.
• Execute Day 7 and Day 30 relationship touchpoints and recurring 3/6/12-month retention cycles.
• Log all service requests in the CRM with complete details.
• Coordinate field/workshop scheduling within SLA timelines.
• Ensure 100% of interactions are logged in the CRM within required timeframes.
• Follow the escalation ladder for unreachable customers and resolve cases to full satisfaction.

Requirements

• 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 ability to de-escalate and rebuild customer trust.
• Ability to work to measurable targets and maintain accurate documentation.

How to Apply Send your updated CV to recruitment@mikanomotors.com