Franchise After-sales Officer at Lifemate Nigeria Limited Full Time NEW

Job Title: Franchise After-sales Officer

Location: Mowe, Ogun
Employment Type: Full-time

Job Summary

• The Franchise After-Sales professional is responsible for managing and enhancing the post-sales support and service experience for franchise partners and their customers.
• This role ensures that all after-sales activities, including warranty support, repairs, customer inquiries, and feedback, are handled efficiently and align with the company’s brand and quality standards.
• The candidate will work closely with franchise partners to improve after-sales operations, resolve issues, and drive customer satisfaction and loyalty.

Job Responsibilities
After-Sales Support Management:

• Develop and oversee processes for managing customer service, warranty claims, and repairs across franchise locations.
• Act as the primary contact for franchise partners regarding after-sales inquiries and concerns.

Customer Relationship Management:

• Monitor and improve the after-sales customer experience to ensure satisfaction and loyalty.
• Address escalated customer complaints and provide solutions in a timely manner.

Training & Guidance:

• Provide training to franchise staff on after-sales processes, tools, and customer interaction best practices.
• Ensure franchise teams are equipped to handle after-sales operations effectively.

Performance Monitoring:

• Track key after-sales metrics, including response times, resolution rates, and customer satisfaction scores.
• Prepare and present reports on after-sales performance to internal stakeholders.

Process Improvement:

• Analyze feedback from franchisees and customers to identify gaps in the after-sales process.
• Recommend and implement improvements to enhance efficiency and service quality.

Collaboration & Coordination:

• Work with internal departments, such as supply chain and technical support, to resolve after-sales issues.
• Collaborate with franchise partners to ensure a consistent approach to after-sales service.

Compliance & Standards:

• Ensure all after-sales activities adhere to company policies, industry standards, and legal requirements.
• Conduct regular audits to maintain consistency and quality across franchise locations.

Job Requirements
Educational Qualifications:

• Bachelor’s Degree in Business Administration, Operations Management, Customer Service, or related fields.
• Certifications in customer service or after-sales management are advantageous.

Experience:

• 1 – 3 years of experience in after-sales service, customer support, or operations in a franchise, retail, or service industry.
• Proven ability to handle escalated customer service issues and implement solutions.

Skills & Competencies:

• Strong understanding of after-sales operations, warranty processes, and customer service principles.
• Excellent communication, negotiation, and conflict resolution skills.
• Ability to analyze data, identify trends, and recommend actionable solutions.
• Strong organizational and multitasking abilities.

Technical Proficiency:

• Familiarity withafter-sales management systems.
• Proficiency in MS Office Suite.

Other Requirements:

• Willingness to travel to franchise locations to provide support and training.
• Customer-focused mindset with a commitment to driving satisfaction and loyalty.

Application Closing Date
31st January, 2025.

How to Apply
Interested and qualified candidates should send their CV to: [email protected] using the Job Title as the subject of the mail.