About the Role
Ascentech Services Limited is a premier recruitment and consulting firm dedicated to connecting top-tier professionals with leading organizations across Nigeria. We are currently seeking a dynamic and results-driven Technical Customer Service Manager to join our esteemed client's team. In this pivotal role, you will serve as the primary bridge between our clients and their technical operations, ensuring that all customer service inquiries, warranty claims, and after-sales maintenance requests are handled with absolute precision and professionalism.
Key Responsibilities- Manage and resolve complex customer complaints, inquiries, and escalations to guarantee timely and satisfactory resolution.
- Coordinate comprehensive after-sales services, including routine repairs, scheduled maintenance, and warranty claim processing.
- Liaise closely with internal engineering and technical teams to diagnose and resolve equipment-related issues promptly.
- Monitor active service requests and implement proactive follow-up protocols to maintain high service standards.
- Build, nurture, and maintain strong, long-lasting relationships with key clients and stakeholders.
- Maintain accurate and up-to-date digital records of all customer complaints, field service activities, and warranty resolutions.
- Prepare detailed customer service reports, analyzing performance metrics to identify and implement areas for operational improvement.
- Bachelor's Degree or HND in Business Administration, Engineering, or a closely related discipline.
- 2 to 4 years of proven professional experience in technical customer service or after-sales service management.
- Demonstrated industry experience within HVAC, mechanical engineering, or technical equipment sectors is a strong advantage.
- Comprehensive working knowledge of warranty management frameworks, client complaint resolution, and service coordination.
- Exceptional interpersonal, verbal communication, problem-solving, and organizational skills.
- High proficiency in Microsoft Office applications and enterprise ERP or CRM software systems.
- Competitive salary package commensurate with industry standards and experience.
- Opportunities for continuous professional development and career advancement within a reputable organization.
- Health insurance coverage and other statutory employee benefits.
- A collaborative, supportive, and dynamic work environment that values innovation and excellence.