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Phone Returns Assistant
M-KOPAJob description
JOB PURPOSE:
Provide to the business visibility on phone servicing metrics, manage stakeholder performance and give timely updates to front facing staff on phone repairs status
KEY JOB FUNCTIONS (Main activities undertaken by the jobholder and reflective of the most important features of the job)
- Daily data entry on phones tracker and validation
- Generating reports and presenting findings in stakeholder meetings
- Weekly performance management of repair centers
- Provide phone status visibility for frontline staff
- Same day swap completions upon request from repair center
- Timely LCD repair approvals and add on creation on MKnet
- Following up on queries raised by Repair centers, FSAs and CC within 1 hour
- Standardization of phone troubleshooting at shops
EXPERIENCE/ SKILLS & COMPETENCIES/ LICENCES & CERTIFICATIONS/ EDUCATION REQUIRED (Minimum level of experience, skills and competencies, licences & certifications and education required to perform effectively in the role)
- 1-year experience in data analysis and reporting
- Should have strong excel proficiency, exposure to think cell is an additional advantage
- High attention to detail
- Excellent communication skills – (Both verbal and written)
About M-KOPA
At M-KOPA, our aim is to increase access to life-improving technologies at huge scale. We do this through an innovative credit model – pay-as-you-go asset financing – of which M-KOPA was an early global pioneer. With offices in Nairobi, Kampala, Lagos, and London, M-KOPA serves over 1 million low-income households in Sub-Saharan Africa. Since its commercial launch in 2012, M-KOPA has made its name in off-grid solar power, providing customers with solar panels and solar-powered lights, televisions, radios, fridges, and more – this is often our customers' first access to electricity.
M-KOPA's affordable credit model can also be applied to assets beyond off-grid solar power, and in 2019, we began providing credit for smartphones, which enables our customers to move from feature phones to smartphones and improve their connectivity, communication, and information access. Today, smartphone financing is a rapidly growing business line – with enormous opportunities for innovation and increasing our customer impact.
M-KOPA currently employs over 1,000 full-time staff across its operating countries. We value progress, innovation, pragmatism, collaboration, and – most of all – our customers. We have been well recognised for our pioneering business model and scale.
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