Retail Support Agent

About the role

M-KOPA, a pan-African fintech serving 10 million customers across Kenya, Uganda, Nigeria, Ghana and South Africa, is looking for a Retail Support Agent to keep post-sale device support moving. The agent gives technical and account-level support to the retail and repair teams so repairs stay within the 5-day repair and 10-day end-to-end SLA. It is an individual contributor role with no supervisory responsibility, reporting to the Phones Returns Senior Lead. The role is hybrid, based in the Nigeria office and working with colleagues across the UK, Europe and Africa.

Key responsibilities

• 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
• 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

Required profile

• Diploma or degree; customer service or operations training is an advantage
• Detail-oriented, organised approach with disciplined record-keeping
• Strong troubleshooting skills, coordination across teams and clear communication

Required skills

• Working knowledge of MDM tools for network locking, unlocking and debugging
• Confidence with Excel or Google Sheets and customer account systems or CRM
• Basic understanding of Freshdesk, Teams and Slack

The role is described as demanding: every intervention must be logged accurately so inventory reconciles, and much of the work happens behind the scenes through systems and across teams. M-KOPA offers development programs, coaching partnerships and on-the-job training, and states it is an equal opportunity employer.