All jobs
Retail Support Agent
About this role
A Retail Support Agent is needed in Lagos (hybrid) to support post-sale device and account issues for M-Kopa’s retail and repair teams. The role focuses on resolving device, serial, and account problems to ensure repairs meet the 5-day and 10-day service level agreements. It is an individual contributor position reporting to the Phones Returns Senior Lead, with work based in Nigeria and collaboration across markets in the UK, Europe and Africa. The job emphasises system-based problem solving, use of device management and customer account tools, and detailed record-keeping. Educational requirements include a diploma or degree, with customer service or operations training an advantage. The role involves behind-the-scenes work, logging interventions, and coordinating fixes across teams rather than direct customer interactions.
What you would 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
What they are asking for
- 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
- 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-player attitude
Listing details are summarised from the source. Always confirm the role and the employer on the original posting before applying, and never pay to apply for a job.