After-Sales Representative

• Conduct daily proactive follow-up calls and/or site visits to clients upon project completion.
• Verify client satisfaction with the installed products and workmanship.
• Provide guidance to clients on maintenance, sealing, and care of their stone surfaces.
• Build and maintain strong, long-term relationships with clients, turning a completed project into a lifelong customer.

• Act as the final quality check, ensuring every project meets Stone Depot's stringent standards before final sign-off.
• Diligently document all client feedback, concerns, damage, defects, and non-conformities in detailed reports.
• Assess issues and determine whether they fall under warranty, chargeable service, or installer fault.
• Report directly to the Sales Manager with any issues requiring corrective action, providing clear and concise information for swift resolution.
• Follow through on all snag-list tasks until successfully closed and client satisfaction is confirmed.

• Liaise closely with the Sales Representatives to ensure a seamless handover from sale to after-sales service.
• Collaborate with the installation and operations teams to communicate client feedback and ensure corrective actions are completed efficiently and to the client's satisfaction.
• Participate in technical meetings when recurring issues are identified.
• Serve as the client's advocate within the company, ensuring their voice is heard and their concerns are addressed professionally and promptly.

• Utilize and maintain client records in the Stone Project System (SPS) database.
• Ensure all interactions, follow-ups, site findings, and pending actions are accurately logged.
• Generate weekly and monthly reports on:
• Client satisfaction levels
• Recurring issues and trends
• After-sales service performance
• Installer performance (based on snag frequency)
• Maintain strict confidentiality and security of all client data.

• Analyze feedback trends to identify opportunities for improvement in:
• Products
• Installation techniques
• Operational processes
• Customer service methods
• Recommend improvements to the Sales Manager and Operations team.
• Support training programs for installers and technicians where recurring errors are identified.
• Assist in upgrading after-sales standards and SOPs.

• Minimum of a Higher National Diploma (HND) or Bachelor's degree in Business Administration, Construction, Customer Service, or a related field.
• 2–3 years of experience in customer service, after-sales support, or field service—preferably in construction, interior finishing, or natural stone.
• Experience with CRM systems or project management software (experience with SPS is an advantage).

• ● Basic understanding of stone products (granite, marble, quartz, Dekton, limestone) — training will be provided.
• Ability to assess installation quality, identify defects, and understand site conditions.
• Proficient in Google Workspace (Sheets, Docs, Drive) and WhatsApp Business.

• Exceptional communication and interpersonal skills.
• Strong problem-solving ability and attention to detail.
• Highly organized, reliable, and capable of managing multiple cases simultaneously.
• Confident, professional, and customer-focused demeanor.
• Ability to remain calm and composed when dealing with dissatisfied clients.
• Proactive attitude with strong follow-up and accountability.

•  % of after-sales issues resolved within 72 hours
• Number of repeat complaints per project
• Customer satisfaction scores and feedback
• Accuracy of reporting and log entries
• Quality of relationships built with clients
• Collaboration effectiveness with Sales and Operations teams
• Reduction in recurring installation-related issues

•  Work location: Factory / Showroom with regular site visits.
• Standard working hours: Monday–Saturday.
• Competitive salary with performance-based bonuses.
• Transport allowance for field visits.
• Training on stone products, installation quality, sealing, and maintenance.

Location: Accra

Salary: Attractive