The Customer Success & After-Sales Service Representative will serve as the primary point of contact for clients by managing inquiries across phone, WhatsApp, email, and chat while executing structured troubleshooting methods. This role requires 1-3 years of customer-facing experience and CRM proficiency to de-escalate issues, rebuild trust, and achieve measurable targets including CSI, NPS, and response time SLAs within an automotive or technical support environment.

• Job Location: Lagos
• Employment Type: Full-Time
• Salary: Not stated

Mikano Motors is a leading automotive and power equipment manufacturer in Nigeria, renowned for quality engineering and reliable after-sales support. They are seeking a dedicated Customer Success Representative to manage post-purchase client relationships, resolve technical inquiries, and uphold service excellence standards within their Lagos operations.

• Manage customer inquiries and support requests across phone, WhatsApp, email, and chat channels.
• Execute structured troubleshooting methods to resolve technical and service-related issues effectively.
• De-escalate conflicts and rebuild customer trust through empathetic and professional communication.
• Achieve measurable performance targets including CSI, NPS, response time, and conversion rates.
• Maintain complete, accurate, and timely documentation of all customer interactions in CRM/ERP systems.
• Adhere strictly to SLA-driven service protocols and escalation procedures.
• Provide feedback on recurring issues to improve product quality and service processes.
• Ensure seamless handover between sales, technical teams, and customers during after-sales engagements.

• OND/HND/Bachelor’s degree or equivalent experience in customer service, automotive/technical support, or related field.
• 1–3 years’ experience in customer-facing, call center, or after-sales/technical support roles.
• Automotive or power-equipment industry experience is an added advantage.
• Working knowledge of CRM/ERP systems and structured troubleshooting methodologies.
• Experience in SLA-driven service environments with measurable KPIs.
• Strong verbal and written communication skills across multiple digital platforms.
• Composure and emotional intelligence to handle sensitive customer situations professionally.
• Meticulous attention to detail in documentation and record-keeping.

How to Apply

Interested candidates should send their CV to recruitment@mikanomotors.com using "Customer Success & After-Sales Service Representative" as the subject of the email.

Why This Job Might Be a Good Fit

This position is ideal for a technically inclined customer service professional in Lagos seeking specialized exposure to the automotive and power equipment sector within an established manufacturing brand. It offers the opportunity to develop expertise in high-stakes after-sales support where problem-solving directly impacts brand loyalty and operational efficiency, supported by structured SLAs and advanced CRM tools in a results-oriented environment.

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