Phone Returns Officer at M-KOPA Solar

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 Reportingq
• Daily data entry on phones tracker on phones sent for repair
• Daily updates on phones that are over SLA on the tracker

Stakeholder Management

• Weekly check ins with Repair Centers
• Resolve phone unlocking issues at the repair centers 

Ticketing

• Following up on queries raised by Repair centers within 1 hour
• Daily send of SMSs to customers with phones over SLA via Freshdesk
• Completing IMEI swap requests within 30 min
• 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.