Applications are invited from suitable and qualified candidates for the Position of (Entry Level) Customer Service Representative at Mikano Motors.
About Mikano Motors
Mikano Motors is a leading automotive company in Nigeria, providing a wide range of passenger vehicles, commercial vehicles, and after-sales services to individuals, businesses, and government organizations. As part of the Mikano Group, the company represents globally recognized automobile brands and is committed to delivering high-quality vehicles, genuine spare parts, and professional maintenance services. By combining industry expertise, modern automotive solutions, and a customer-focused approach, Mikano Motors helps meet the evolving transportation needs of its clients. With a strong reputation for quality, reliability, innovation, and exceptional customer service, the company continues to play a significant role in the growth of Nigeria’s automotive industry.
Summary
- Company: Mikano Motors
- Job Title: Customer Success & After-Sales Service Representative
- Job Type: Full Time
- Qualification: ND/BA/BSc/HND
- Location: Lagos, Nigeria
Job Title: Customer Success & After-Sales Service Representative
Job Description:
The Customer Success & After-Sales Service Representative is the customer’s primary point of contact across the full ownership lifecycle from delivery through every scheduled and reactive service touchpoint for generators and motor vehicles. The role executes the standardized customer journey end-to-end (welcome call, service reminders, relationship calls, satisfaction follow-up), performs Tier 1 remote diagnostics, coordinates SLA-bound dispatch, and drives AMC/contract growth, while ensuring every interaction is logged and traceable in the CRM/ERP.
TASKS AND RESPONSIBILITIES
See More Posts in Jobs, Scholarships, Technology, Career/Motivations, Football News Feeds
Join Job Whatsapp Channel, Scholarship Whatsapp Channel, Tech Whatsapp Channel, Follow Our Twitter (X) Channel.
- 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.
See Also:
Requirements for the Position of (Entry Level) Customer Service Representative at Mikano Motors:
- 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
Deadline
16th August, 2026
Click Here to See other Jobs.
Get a professional, ATS compliant CV, and Cover Letter from an Expert.
Method of Application
Interested and qualified candidates should send their updated CVs to: recruitment@mikanomotors.com using the Job Title as the subject of the email.
(See tips on how to write a professional CV and a sample cover letter.)
Important: See Helpful Career Resources