Franchise After-sales Officer at Lifemate Nigeria Limited

Lifemate Group was founded in 2002 and it is headquartered in Nigeria, Africa’s largest economy and most populous nation. It has three major line of business: Furniture Products, Hardware & Machinery and Architectural designs & decorations, small and medium scale commercial real estate development. Under the leadership of Mr. Chi Quan, Chairman, Board of Directors. Over the years, all Chinese and foreign employees of Lifemate Group have worked to develop Lifemate Group into an International brand with centers of operation, procurement, production and control in China (Hong Kong, Foshan and Dalian) as well as in Nigeria, Ghana, Cameroon, Gabon, Madagascar and Tanzania. We also have fully-owned subsidiaries in 6 other countries within Africa and dozens of Lifemate Group brand stores, with more than 3000 Chinese and foreign staffs of Lifemate Group across the world.

We are recruiting to fill the position below:

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.