We are recruiting to fill the position below:
Job Title: Customer Support & After-Sales Executive (Tech & Retail)
Location: Ikeja, Lagos
Employment Type: Full-time
Job Description
About the Role:
- We are hiring a Customer Support & After-Sales Executive to serve as the face and voice of Maxitech Global for all post-sale customer interactions.
- This role is responsible for handling support inquiries, after-sales coordination, and warranty cases with clarity, discipline, and professionalism.
- It is not a sales role. It is a trust and control role.
- You will report directly to the Head of Commercial Operations and work closely with Technical Services and Operations teams.
Key ResponsibilitiesCustomer Support & Communication
- Handle customer support inquiries via walk-in desk, phone, email, and WhatsApp.
- Acknowledge all issues promptly and communicate in a calm, professional manner.
- Set clear expectations and provide regular updates until resolution.
Ticketing & Case Management:
- Log all support cases into the company’s support tracker / ticketing system.
- Maintain accurate records including customer details, product serial numbers, issue type, and resolution status.
- Ensure no case is handled without proper documentation.
After-Sales & Warranty Coordination:
- Coordinate diagnostics, repairs, DOA cases, and warranty claims with internal teams and vendors.
- Ensure all warranty processes follow OEM and company policies.
- Follow up consistently until cases are fully resolved.
Escalation & Control:
- Act as a gatekeeper for escalations—only validated and documented cases are escalated.
- Prepare escalation summaries for the Head of Commercial Operations when remedies are required.
- Prevent unauthorized commitments, refunds, or replacements.
Reporting:
- Provide weekly reports on:
- Number of support tickets
- Aging and resolution status
- Recurring issues
- Escalations and warranty exposure
- Service Level Expectations (SLAs)
- First response to customer inquiries: within 30 minutes (business hours)
- Minor support issues: resolved within 48 hours
- Diagnostics and repair coordination: within 3 working days
- Warranty or vendor-dependent cases: 5–7 working days, with daily customer updates
- No unresolved ticket beyond 14 days without formal escalation
Authority Limits:
- This role does not approve refunds, replacements, discounts, or concessions.
- All financial or commercial remedies must be approved by the Head of Commercial Operations.
- Unauthorized promises or commitments are strictly prohibited.
Requirements
- 2–3 years experience in customer service, after-sales support, or service coordination.
- Strong written and spoken English.
- Calm, professional, and structured communication style.
- Highly organized and comfortable working with logs, trackers, and systems.
- Ability to handle difficult customers without losing composure.
- Experience in tech, electronics, or warranty support is an advantage.
What Success Looks Like
- Customers feel informed and supported at all times.
- Support issues are tracked, resolved, and closed systematically.
- Escalations are controlled and justified.
- The brand is represented with consistency and professionalism.
Why Join Maxitech Global:
Work with a fast-growing technology company.
Clear processes and defined authority—no chaos.
Opportunity to be the public face of a respected brand.
Job Types: Full-time, Permanent
Ability to commute/relocate:
- Ikeja: Reliably commute or planning to relocate before starting work (Required)
Application Question(s)
Education:
Undergraduate (Required)
Experience:
- customer support or after-sales issues: 3 years (Required)
Language:
- English, Igbo, Yoruba (Preferred)
Willingness to travel: