Retail Operations Officer at M-KOPA

About the job

• We are looking for a Retail Support Agent to join our Retail team; as we scale up and drive digital and financial inclusion across our markets.

The Role

• As Retail Support Agent, you keep post-sale device support moving so customers are never stuck with unresolved device or account issues.
• You give technical and account-level support to our retail and repair teams and help keep repairs within our 5-day repair and 10-day end-to-end SLA.
• This is an individual contributor role with no supervisory responsibility.
• This is a hybrid role, you would be working from our offices in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Phones Returns Senior Lead.

What You'll Need

• Diploma or Degree; customer service or operations training is an advantage
• Working knowledge of MDM tools for network locking, unlocking and debugging
• Confidence with Excel or Google Sheets and customer account systems or CRM
• Understanding of retail operations, device configuration and after-sales support, plus basic Freshdesk, Teams and Slack
• A detail-oriented, organised approach with disciplined record-keeping
• Strong troubleshooting skills, the ability to coordinate fixes across teams, and clear communication as a team player.

What makes this different:

• Most support roles stop at answering the query.
• This one goes into the system. You’ll work directly with MDM tools, device serials and customer accounts, so you solve the problem at the source instead of passing it on.
• Your work decides whether a repair finishes on time and whether a customer keeps using the device that powers their business.

What You'll Do

• Own the dummy serial swap process end to end for lost, out-of-warranty devices
• Lock and unlock device serials sold under MTN plans
• Resolve serial mismatches in trade transactions
• Fix customer account add-on issues, confirming correct configuration and activation
• Enable and disable debugging settings on devices in the repair pipeline so repairs are never held up
• Log every device intervention and swapped serial, and support inventory reconciliation, warehouse and dummy account creation, and configuration quality checks
• Escalate complex device or account issues promptly
• Perform other tasks as assigned by the line manager.

The honest picture:

• This role is more exacting than it looks from the outside.
• The repair clock keeps running whether or not a device is waiting on you, so a delayed debugging change or an unresolved serial can hold up a customer’s whole repair. Every intervention and swapped serial has to be logged accurately, because inventory has to reconcile.
• You’ll also spend much of your time behind the scenes, working through systems and chasing fixes across teams rather than dealing with customers face to face. If you like clean records, hard-to-crack problems and knowing a customer’s device works because of you, you’ll probably thrive here.