Retail Operations Officer

About this role

A Retail Operations role at M-Kopa in Lagos focusing on post-sale device support. The role provides technical and account-level assistance to retail and repair teams to ensure repairs meet service level agreements. It is an individual contributor position with a hybrid work setup and reports to the Phones Returns Senior Lead. The employer is a fast-growing FinTech offering pay-as-you-go solar and other asset-financing services across Africa.

What you would do

• Own the end-to-end dummy serial swap process for lost or 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 and confirm correct configuration and activation
• Enable and disable debugging settings on devices in the repair pipeline to prevent delays
• Log every device intervention, swapped serial, and support inventory reconciliation
• Support 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

What they are asking for

• Diploma or degree
• Customer service or operations training is an advantage
• Working knowledge of mobile device management tools for 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
• Basic familiarity with Freshdesk, Teams and Slack
• Detail-oriented and well-organised with disciplined record-keeping
• Strong troubleshooting skills and ability to coordinate fixes across teams
• Clear communication and team work ethic

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