Customer Success & After-Sales Service Representative

Mikano International Ltd.

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Job Overview

Location

Lagos, Lagos, Nigeria

Employment Type

Full-time

Work Arrangement

On-site

Sector

Customer Service & Support

Experience Level

Junior (1-3 years)

About the Company

Mikano International Ltd. is a prominent player in Nigeria's industrial and automotive sectors, specializing in generators and motor vehicles. The company is committed to providing comprehensive after-sales support and ensuring customer satisfaction throughout the ownership lifecycle. Their operations emphasize efficient service delivery, technical expertise, and strong customer relationship management, aiming to foster long-term client loyalty and drive business growth.

Job Description

Mikano International Ltd. is seeking a Customer Success & After-Sales Service Representative to manage the customer journey for generators and motor vehicles.

This role is crucial for ensuring customer satisfaction throughout the entire ownership lifecycle, from delivery to ongoing service touchpoints. You will be the primary point of contact, handling inquiries, performing remote diagnostics, and coordinating service schedules.

The ideal candidate will possess strong communication skills, experience with CRM/ERP systems, and a proven ability to work within Service Level Agreements (SLAs). You will play a key role in driving customer retention and contract growth.

To apply for this role, click the Apply button on this page and follow the instructions.

Required Skills

Customer serviceAutomotive/technical supportCRM/ERP systemsStructured troubleshooting methodsSLA-driven service environmentsCommunication skills (phone, WhatsApp, email, chat)De-escalationCustomer trust rebuildingMeasurable targets (CSI, NPS, response time, conversion)Documentation

Key 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

How to Apply

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In Nigeria's burgeoning automotive and power equipment sector, this role is pivotal for ensuring sustained customer value post-purchase. You will be instrumental in managing the entire customer ownership lifecycle, from initial contact to ongoing service. Your expertise in CRM/ERP systems, remote diagnostics, and service coordination will directly influence customer retention, contract growth, and overall satisfaction, significantly impacting the company's ROI and market leadership.