Phone Returns & Quality Officer at M-KOPA

Job Description

• We’re looking for a Phone Returns & Quality Officer for Oyo state, Nigeria within the Retail Department who’s resourceful, organized, and proactive about getting things done.
• Your main objective will be to support the phone servicing team, to ensure phones sent for repair are received by the customer within the stipulated SLAs.
• The position will report to Phone Returns Senior Lead.

Key Functions and Duties

• Monitor phones brought for repairs, to ensure phones sent for repair are received by the customer within the stipulated SLA.
• Generating reports to track return volumes, status, failure reasons and SLA performance.
• Weekly check-ins to the repair centres to aid in the resolution of all repair-related issues regarding the devices sent for repairs.
• Coordinating dispatch across all regions for devices received for repairs and devices repaired.
• Assisting in performance management of the repair centres.
• Respond to all repair and cancellation requests raised by all outlets across the regions and resolve any Phone Servicing Delays both at the repair center and at the service center.
• Facilitate the dispatch of returned devices (repairs and cancellations) to the warehouse.
• Managing KNOX and credit adjustments for all devices pending repairs.
• Provide support to repair all level 1 Nokia and Samsung repair issues at the service centres.
• Assist in follow-up on devices that are out of SLA or pending parts and coordinate the availability of refurbs for swaps.
• Monitoring tickets on phones received at the repair centers and updating escalated tickets when the repair is completed.
• Support in providing regular audit reports on all repairs, swaps, and cancellations.
• Support the warehouse in refurbishing devices and resolving forgotten password cases.
• Any other task assigned by the Phones Returns Senior Lead or Senior Manager.

Requirements

• Bachelor's Degree in any field with a bias in Mathematics, Supply Chain Management, Business, or a related field.
• Conversance with intermediate knowledge of excel i.e. V-LOOK UP, Pivot tables, Formulas, SQL, and Power Queries.
• Minimum of 1 year professional experience in customer service and stakeholder management will be an added advantage.