Area Paygo Phone Supervisor
- Job Type Contract
- Qualification BA/BSc/HND
- Experience 1 year
- Location Kwara
- Job Field Sales / Marketing / Retail / Business Development 
About the role
- The Area Paygo Phone Supervisor will drive phone sales and managing a network of commission-based agents within a defined territory.
- This role includes recruiting, training, and supporting agents, expanding market reach, and ensuring strong sales and repayment performance.
- Success requires strong field execution, deep local market insight, and the ability to translate strategy into tangible, on-the-ground results in a fast-paced, competitive device financing landscape.
What you would be expected to do
Agent Acquisition & Development:
- Train agents and ensure they are certified (via Litmos)
- Recruit agents, onboard and maintain a healthy number of agents.
Sales & Productivity:
- Ensure achievement of the monthly phone sales target.
- Maintain consistent productivity levels, including total units sold and the number of active selling agents month over month.
Portfolio Collection Performance:
- Ensure strong collection performance across all portfolios.
- Minimize the First Payment Default (FPD) rate.
- Reduce product repossessions and ensure proper procedures are followed when repossession is necessary.
Agent Engagement & Support:
- Ensure agents consistently attend table meetings.
- Confirm that agents maintain adequate phone inventory levels.
- Enforce compliance with inventory management policies.
- Ensure agents adhere to branding guidelines.
Requirements
You might be a strong candidate if you:
- Possess an HND or B.Sc. in a Business or related field, with a minimum of one year of sales experience in the mobile phone or a similar industry.
- Demonstrate strong relationship-building and field execution skills.
- Have a solid understanding of local retail markets (both urban and rural).
- Be digitally literate, with basic knowledge of CRM and inventory management tools.
- Exhibit excellent communication and problem-solving skills.
- Be willing to travel extensively and work in the field.
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Method of Application
About the role
- Sun King is seeking a highly skilled and process-driven After-Sales Support Executive for Phones to lead our mobile phone after-sales support operations in Nigeria.
- This role is critical for ensuring exceptional service delivery, managing the end-to-end process of returned devices, and driving process excellence through automation and training.
- You will be the technical expert for our phone product line, improving efficiency, and ensuring sustainable practices in refurbishment and waste management.
- This role is for you if you are passionate about technology, process improvement, and customer satisfaction.
What you would be expected to do
Service Delivery & Technical Support:
- Manage the end-to-end process for returned mobile devices, including initial diagnosis, quality control, and final disposition (repair, refurbish, replace, or recycle).
- Ensure the timely and accurate resolution of warranty claims and service tickets, adhering
- strictly to company policies.
- Conduct detailed analysis of returned devices to identify root causes and reduce NTF (No Trouble Found) rates.
Partner Training & Enablement:
- Train and certify SSCs and partner staff on product knowledge, troubleshooting techniques, warranty policies, and replacement processes.
- Collaborate with the cross-functional team to design and deliver training programs for new products and after-sales initiatives.
Process Excellence & Continuous Improvement:
- Develop, update, and enforce Standard Operating Procedures (SOPs) for all phone after-sales processes, from returns to waste management.
- Manage process improvement and automation projects, and customer support portal enhancements.
- Produce monthly warranty and replacement trend analysis reports to identify issues and drive proactive solutions.
- Maintain accurate and up-to-date documentation, including troubleshooting guides, warranty policies, and partner status reports.
Vendor & Sustainability Management:
- Manage relationships with vendors for smartphone refurbishment and waste management, including contract negotiation and Terms of Engagement (TOE).
- Ensure all waste management partners are certified and comply with environmental regulations and Sun King’s disposal policies.
- Oversee the invoicing and payment process for vendors, ensuring accuracy and timeliness.
Reporting & Analytics:
- Develop and maintain dashboards and trackers to monitor key performance indicators (KPIs) such as turnaround time, NTF rate, and partner performance.
- Provide regular reports to the After-Sales Manager on operational performance, issues, and improvements.
- Any other business as assigned by your supervisor.
Requirements
You might be a strong candidate if you:
- 5+ years of experience in a technical after-sales role, specifically within the mobile phone industry (with a handset manufacturer, service centre, or major retailer).
- Strong expertise in mobile phone repair, troubleshooting, and quality control.
- Ability to interpret data, identify trends, and generate actionable insights.
- Excellent verbal and written communication skills with the ability to distil information and know how to communicate to different audiences to get results.
- Passionate about customer service and resolving their issues
- Efficiency and organizational skills
- Critical Thinker: Ability to structure problems and work towards solutions even in ambiguous situations
- Entrepreneurial Spirit with qualities of being able to work and figure things out with innovative thinking, problem-solving skills, and presence of mind.
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