At M-KOPA, We Finance Progress. The
scale and impact of our work is massive. M-KOPA is a fast-growing Fin
Tech company offering millions of underbanked customers across Africa
access to life-enhancing products and services. From our roots as the
pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we
have grown into one of the most advanced connected asset financing
platforms in the world, empowering a broad range of customers to achieve
progress in their lives.We’re looking for a
Phone Returns Officer for Kenya within the Retail Department who’s
resourceful, organized, and proactive about getting things done. This
position's main objective will be to manage phone servicing, to ensure
phones sent for repair are received by the customer within the
stipulated SLAs. The position will report to Phone Returns Supervisor.

Key Functions and Duties

• Data and Reporting
• a) Daily data entry on phones tracker on phones sent for repair
• b) Daily updates on phones that are over SLA on the tracker
• Stakeholder Management
• a)     Weekly check ins with Repair Centers
• b)     Resolve phone unlocking issues at the repair centers 
• Ticketing
• a)     Following up on queries raised by Repair centers within 1 hour
• b)     Daily send of SMSs to customers with phones over SLA via Freshdesk
• c)     Completing IMEI swap requests within 30 min
• d)     Resolve all phones follow up queries within 8hrs
•  

Requirements

• Bachelors’ 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.
• Minimumof1-year professional experience in customer service and stakeholder management will be an added advantage.

M-KOPA
is an equal opportunity and affirmative action employer committed to
assembling a diverse, broadly trained staff. Women, minorities, and
people with disabilities are strongly encouraged to apply.M-KOPA
does not collect/charge any money as a pre-employment or
post-employment requirement. This means that we never ask for
‘recruitment fees’, ‘processing fees’, ‘interview fees’ or any other
kind of money in exchange for offer letters or interviews at any time
during the hiring process.