Care Centre & Refurb Manager
AI summary
M-KOPA Solar is hiring a Care Centre & Refurb Manager in Nairobi to lead end-to-end device repair and refurbishment operations. The role involves managing repair teams, overseeing production throughput, handling external brand partnerships, and ensuring quality standards for returned devices. Requires an Engineering or Supply Chain degree and 5+ years of experience.
- Leads end-to-end care centre and refurbishment operations for returned devices
- Manages team leads and repair technicians with a focus on quality standards
- Acts as primary contact for external brand partnerships like Samsung
- Requires Engineering or Supply Chain degree and 5+ years experience
- Salary is open and negotiable
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Open. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required5+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in call_center, Operations Management, Quality AssuranceThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Care Centre & Refurb Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to M-KOPA Solar and the role in Not specified.
- Add concrete examples related to call_center, Operations Management, Quality Assurance, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Corporate Staffing Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-09-30.
Source and safety check
- Corporate Staffing Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-09-30
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Care Centre & Refurb Manager role in call_center, Operations Management?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research M-KOPA Solar before the interview.
Ask what the first priorities will be in the role and how success will be measured.
Similar jobs to consider
Use AI to apply better
After confirming the original source, use Career Assistant to check role fit, tailor your CV and prepare a cover letter or employer message.
Original source description
Job Title: Care Centre & Refurb Manager
Date Posted: 09/09/2026
Job Type: Full Time
Job Level: Management
Employer: M-KOPA Solar
Industry: Customer Service
Salary: Open
Location: Nairobi
Country: Kenya
Deadline: 30/09/2026
Customer Service Jobs. M-KOPA Jobs. Care Centre & Refurb Manager overseeing device repair operations, managing refurbishment workflows, and optimizing reverse logistics, requiring an Engineering or Supply Chain degree and 5+ years experience.
Job Overview
We are looking for a Care Centre & Refurb Manager to lead the end-to-end management of M-KOPA’s Care Centre and Refurbishment operation, overseeing Team Leads and repair technicians who handle reworks, repairs, and refurbishment of returned and second-life devices.
This role offers the opportunity to lead a technically complex, commercially critical operation that sits at the heart of M-KOPA’s product quality and customer satisfaction story. You’ll manage refurbishment throughput, build and develop repair technician teams, own external brand partnerships, and serve as custodian of the care partner CRM system. Working closely with the Process Engineer, you’ll identify recurring product issues, implement corrective actions, and ensure every returned device is restored to optimal condition. Your operation doesn’t just fix phones—it recovers value, protects customer trust, and keeps M-KOPA’s product quality reputation intact.
Responsibilities
- Team Leadership
- Supervising, mentoring, and guiding Care Centre and Refurb Team Leads and repair technicians
- Ensuring teams have the resources, tools, and support needed to perform their duties efficiently and effectively
- Conducting training sessions to improve technical skills and keep teams updated on new repair techniques, tools, and best practices
- Building a high-performance culture where quality standards are non-negotiable and continuous improvement is the default
- Production & Backlog Management
- Ensuring sustained production of second-life devices at refurb, proactively managing capacity, staffing, and workflow
- Ensuring there is no backlog of devices pending refurbishment through disciplined throughput management
- Monitoring production metrics and implementing corrective actions when throughput targets are at risk
- External Brand Partnerships
- Acting as the primary point of contact for other brands bringing devices to the Care Centre for repair or refurbishment (e.g., Samsung)
- Coordinating service levels, turnaround times, and day-to-day relationship management with external partners
- Ensuring partner expectations are consistently met and relationships are proactively managed
- CRM Custodianship
- Serving as custodian of the care partner CRM system, ensuring the team captures data correctly and consistently
- Ensuring analysis is completed on time to support accurate and timely reporting
- Maintaining data integrity standards that enable reliable operational insights
- Process Coordination & Quality Assurance
- Coordinating repair and rework processes for customer-returned phones, ensuring timely and effective resolution of all returns
- Monitoring the quality of repairs and reworks, ensuring all returned products meet stringent quality standards before being sent back to customers
- Implementing quality control checkpoints that catch issues before they reach customers
- Collaboration with Process Engineer
- Working closely with the Process Engineer to identify and address systemic issues that may lead to customer returns
- Implementing corrective actions and providing feedback to the assembly line team to prevent future issues
- Translating repair trend data into actionable insights that improve product quality upstream
- Reporting & Customer Feedback
- Compiling and analyzing data related to repair, rework, and refurb activities including common faults, turnaround times, backlog levels, and resource usage
- Reporting findings to the Head of Manufacturing and suggesting process improvements
- Providing insights and feedback to the customer service team based on repair trends and issues encountered
- Safety & Compliance
- Ensuring all repair and refurb activities adhere to company safety protocols and regulatory standards
- Maintaining a safe, compliant working environment for all Care Centre and Refurb team members
- Qualifications
Education
&
Experience
- Bachelor’s degree in Engineering, Electronics, or a related field (equivalent
- may be considered)
- 5+ years of
- in electronics repair or refurbishment operations
- At least 3 years in a supervisory or managerial role, preferably in mobile phone repair, refurbishment, or a related industry
- Hands-on
- performing repairs alongside the team, especially on complex customer-returned cases
- Technical Skills
- Strong understanding of mobile phone repair processes, diagnostic tools, and quality control methods specifically in the context of customer returns
- Proficiency with CRM systems, with a track record of ensuring accurate data capture and producing timely analysis and reporting
- Familiarity with refurbishment production workflows and throughput management
- Leadership & Management Skills
- Proven ability to lead and motivate a team, manage workflow, and resolve conflicts
- developing repair technicians and Team Leads through structured training and coaching
- Track record of managing teams in high-volume, quality-critical environments
- Analytical & Problem-Solving Skills
- Strong problem-solving abilities with a focus on identifying root causes and implementing effective solutions to reduce customer returns
- Ability to analyze repair trend data and translate findings into process improvement recommendations
- Data-driven approach to backlog management and production optimization
- Stakeholder & Partner Management
- managing external partner or OEM/brand relationships, including agreeing service levels and coordinating cross-organizational workflows
- Strong verbal and written communication skills for coordinating with stakeholders, reporting to management, and training staff
- Ability to manage multiple partner relationships simultaneously without compromising service standards