Africa Management Solutions Limited (AMSOL) is seeking a Back Office Executive to support customer service, service operations, warranty coordination, and administrative data management.
Key Responsibilities
Customer Service & After-Sales Support
Build and maintain strong customer relationships through regular after-sales and after-service follow-ups.
Conduct customer satisfaction follow-ups to enhance brand loyalty.
Coordinate and monitor monthly model survey follow-ups.
Support service campaign planning, field visit coordination, and customer camp invitations.
Service Operations & Reporting
Monitor and track daily First Call Resolution (FCR) reports from all 3S centers and field teams.
Maintain and update the daily Service Register Excel tracker.
Analyze service data to identify trends and recommend improvements.
Generate regular service performance reports.
Monitor Service on Wheels (SOW) field reports and follow up on pending actions.
Review Field Feedback Reports (FFR) and other field service reports.
Prepare and submit reports to Head Office through approved applications and email platforms.
Warranty, AMC & Spare Parts Coordination
Monitor warranty claims, tracking activities, and warranty reports.
Track Annual Maintenance Contracts (AMC) and maintain accurate reports.
Follow up on spare parts sales activities.
Coordinate spare parts orders from dealers and retailers.
Monitor Service on Wheels (SOW) spare parts sales follow-ups.
Data Management & Administration
Manage service-related databases and documentation.
Maintain accurate service records and reports.
Support effective communication between field teams, dealers, retailers, and Head Office.
Perform reporting activities using company applications and email systems.
Qualifications & Requirements
Bachelor's degree (BA/BSc/HND).
Proficiency in computer applications.
Background in customer service.
Strong analytical skills.
Excellent communication skills.
Key Competencies
Customer relationship management.
Data analysis and reporting.
Administrative and organizational skills.
Strong attention to detail.
Analytical and problem-solving abilities.
Excellent communication and interpersonal skills.
Strong time management and multitasking skills.
Proficiency in Microsoft Office and digital reporting tools.
