Phone Servicing Lead at M-KOPA Solar

We’re looking for a Phone Returns Team lead for Kenya within the Retail Department who is resourceful, organized, and proactive about getting things done. The position will report to Diagnostics and Phone Servicing Manager

In this role, you’ll be expected to handle:

Phone Servicing

• Phone follow-up query resolution
• Ensuring phone unlocking at repair centers is done within the set SLA
• Weekly updates on phones forward and reverse discrepancies
• Track and Manage the Lost Phones claim data/tracker on phone lost by 3P to ensure payment
• Thermal Incidence Reporting and Follow Ups
• Liaising with the warehouse when sales packs are needed for swaps
• Audit of Follow Up tickets

Phone Diagnostics

• Standardization of troubleshooting at shops
• Periodic training of processes
• Align with FCCRs and CC on troubleshooting and processes

Ticketing

• Ensure real-time ticket updates on the phones are sent for repair at every stage
• Ensuring IMEI swap requests are completed within 30 min
• Ensuring all phone follow tickets are resolved daily
• Monthly Reporting on FD PRT ticketing SLAs

Reporting

• Audit Report on ticket update SLAs
• Daily Audit report on deleted and enrolled devices on Knox to confirm 100% enrolled back
• Daily Audit report on devices under repair on soft lock for daily dispatches to confirm 100% enrolled back

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
• A minimum of 1-year professional experience in customer service and stakeholder management will be an added advantage