Retail Support Agent at M-KOPA – Lagos

M-KOPA is recruiting a hybrid Retail Support Agent in Lagos to solve device and account problems affecting retail, repair and after-sales operations.

The role

This is an individual contributor position reporting to the Phones Returns Senior Lead. It supports repair teams in meeting five-day repair and ten-day end-to-end service targets.

Responsibilities

• Manage the dummy serial replacement process for lost devices or devices outside warranty.
• Lock and unlock serial numbers on devices sold through MTN plans and resolve serial inconsistencies in trade transactions.
• Correct customer account add-on issues and confirm successful configuration and activation.
• Enable or disable device debugging to support repair work without unnecessary delays.
• Document all serial changes and device interventions and help with inventory reconciliation and configuration checks.
• Support warehouse and dummy account setup and escalate complex issues when needed.
• Work closely with retail, repair and other support colleagues to keep cases moving.

Requirements

• Diploma or degree; customer service or operations training is an advantage.
• Working knowledge of mobile device management tools for locking, unlocking and debugging.
• Confidence using Excel or Google Sheets, customer account systems and CRM software.
• Familiarity with retail operations, device setup, after-sales support and tools such as Freshdesk, Teams or Slack.
• Careful record-keeping, troubleshooting ability, communication and team coordination.