Care Centre & Refurb Team Lead

The Care Centre & Refurb  Team Lead is responsible for overseeing the repair technicians and refurb team who handle reworks (refurbs) and repairs of phones that have been returned by customers. This role involves coordinating the entire repair and refurb process to ensure that customer returns are addressed efficiently and that quality standards are consistently met.

The Care Centre & Refurb  Team Lead also works closely with the Phone servicing team and resolves recurring issues that may be contributing to product returns. This position plays a crucial role in maintaining high levels of customer satisfaction and ensuring that all returned products are restored to optimal condition. 

• Team Leadership: Supervise, mentor, and guide the repair technicians and repair team, ensuring they have the resources, tools, and support needed to perform their duties efficiently and effectively. 

• Process Coordination: Coordinate the repair and refurb processes for customer-returned phones, ensuring timely and effective resolution of all returns. 

• Quality Assurance: Monitor the quality of repairs and reworks, ensuring that all returned products meet the company’s stringent quality standards before being sent back to customers or for sale. 

• Collaboration with the Phone servicing team: Work closely with the Phone servicing team to identify and address systemic issues that may lead to customer returns. Implement corrective actions as necessary and provide feedback to the assembly team to prevent future issues. 

• Reporting: Compile and analyze data related to repair and refurb activities, including common faults, turnaround times, and resource usage. Report findings to senior management and suggest process improvements. 

• Customer Feedback: Provide insights and feedback to the customer service team based on repair trends and issues encountered, helping to improve overall customer satisfaction. 

• Training and Development: Conduct training sessions for repair technicians and the refurb team to improve their skills and keep them updated on new repair techniques, tools, and best practices. 

• Safety and Compliance: Ensure that all repair and refurb activities for customer-returned phones adhere to company safety protocols and regulatory standards. 

• Education: Bachelor’s degree in engineering, electronics, or a related field; equivalent experience may be considered. 

• Experience: 2+ years of experience in electronics repair, with at least 2 years in a supervisory role, preferably in mobile phone repair or a related industry. 

• Technical Skills: Understanding of mobile phone repair processes, diagnostic tools, and quality control methods, specifically in the context of customer returns. 

• Leadership Skills: Proven ability to lead and motivate a team, manage workflow, and resolve conflicts. 

• Analytical Skills: Strong problem-solving abilities, with a focus on identifying root causes and implementing effective solutions to reduce customer returns. 

• Communication Skills: Excellent verbal and written communication skills for coordinating with stakeholders, reporting to management, and training staff. 

• Ability to work in a hands-on environment and occasionally perform repairs alongside the team, especially on complex customer-returned cases. 

• Comfortable working in a dynamic environment with a focus on continuous improvement and customer satisfaction. 

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-kopa.com.

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 5 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.