Phone Returns Officer

At M-KOPA, We Finance Progress.

Recognized twice by the Financial Times as one Africa's fastest growing company (2022 and 2023) and by TIME100 Most influential companies in the world 2023 , we've served over 3 million customers, unlocking $1 billion in cumulative credit for the unbanked across Africa. At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping the future of M-KOPA as we grow together. Explore more at m-

We're looking for a Phone Returns Officer for Ghana within the Retail Department who's resourceful, organized, and proactive about getting things done. Your main objective will be to support the phone servicing team, to ensure phones sent for repair are received by the customer within the stipulated SLAs. The position will report to Phone Returns Senior Lead.

Key Functions and Duties

• Monitor phones brought for repairs, to ensure phones sent for repair are received by the customer within the stipulated SLA.

• Generating reports to track return volumes, status, failure reasons and SLA performance.

• Weekly check-ins to the repair centres to aid in the resolution of all repair-related issues regarding the devices sent for repairs.

• Coordinating dispatch across all regions for devices received for repairs and devices repaired.

• Assisting in performance management of the repair centres.

• Respond to all repair and cancellation requests raised by all outlets across the regions and resolve any Phone Servicing Delays both at the repair center and at the service center.

• Facilitate the dispatch of returned devices (repairs and cancellations) to the warehouse.

• Managing KNOX and credit adjustments for all devices pending repairs.

• Provide support to repair all level 1 Nokia and Samsung repair issues at the service centres.

• Assist in follow-up on devices that are out of SLA or pending parts and coordinate the availability of refurbs for swaps.

• Monitoring tickets on phones received at the repair centers and updating escalated tickets when the repair is completed.

• Support in providing regular audit reports on all repairs, swaps, and cancellations.

• Support the warehouse in refurbishing devices and resolving forgotten password cases.

• Any other task assigned by the Phones Returns Senior Lead or Senior Manager.

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.

• Minimum of 1 year professional experience in customer service and stakeholder management will be an added advantage.

At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.

Join us in shaping the future of M-KOPA as we grow together. Explore more at m-

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.

Important Notice

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 explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. 

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.

Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.