About the Role
M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go solar energy, we have evolved into an advanced connected asset financing platform. We are seeking a detail-oriented Retail Operations Officer to join our dynamic retail team in Nigeria on a hybrid basis, supporting our mission to drive digital and financial inclusion across our markets.
Key Responsibilities- Own the dummy serial swap process end-to-end for lost and out-of-warranty devices.
- Lock and unlock device serials sold under specific partner network plans.
- Resolve serial mismatches in trade transactions and fix customer account add-on issues.
- Enable and disable debugging settings on devices in the repair pipeline to prevent delays.
- Log every device intervention accurately and support inventory reconciliation and warehouse creation.
- Escalate complex device or account issues promptly while collaborating with cross-functional teams.
- Diploma or Bachelor's degree, with customer service or operations training being a strong advantage.
- Working knowledge of MDM tools for network locking, unlocking, and debugging.
- Proficiency in Excel, Google Sheets, CRM systems, Freshdesk, Teams, and Slack.
- Strong troubleshooting skills with a meticulous approach to record-keeping and inventory management.
- Excellent communication skills and the ability to coordinate fixes efficiently across diverse teams.
- Competitive salary and opportunities for professional growth within a leading global FinTech company.
- Collaborative hybrid work model based in Nigeria with international exposure across the UK, Europe, and Africa.
- Direct impact on customer success and business operations by solving complex technical challenges.