Collection Validation & Customer Facilitation
- Validate newly collected phones as they are updated during the day.
- Verify customer, device, IMEI, collection, and return information for completeness and accuracy.
Dealer, Agent & Branch Support
- Respond to queries from dealers, agent dealers, branches, and field teams regarding device returns.
- Investigate and resolve routine return-related issues while escalating complex cases to the appropriate department.
- Maintain clear communication and timely follow-up on outstanding queries.
Finance Coordination & Payment Reconciliation
- Provide supporting information and documentation required to process outstanding payments.
- Track unresolved payment cases until closure.
- Maintain accurate records of payment exceptions and recurring issues.
HQ Device Receiving & Inventory Updates
- Receive and verify phones delivered to HQ against the relevant collection and dispatch records.
- Update device receipt status in the system and other approved inventory systems.
- Verify IMEI numbers and device quantities to ensure inventory records are accurate.
- Report discrepancies, missing devices, or damaged devices immediately.
Device Unpackaging & Preparation
- Unpackage newly received phones in accordance with the reverse logistics process.
- Inspect devices for visible damage and confirm device identification details.
Locked Device & Customer Follow-up
- Contact customers whose returned devices are password/PIN locked.
- Request and document the required passwords or access information.
Inventory Storage & Organization
- Label storage shelves, drawers, and designated inventory locations according to device grade and category.
- Ensure devices are stored systematically and can be easily traced and retrieved.
- Maintain proper segregation of devices based on their processing status and grading.
- Support regular inventory counts and reconciliation exercises.
- Diploma or bachelor's degree in supply chain management, Logistics, Business Administration, Operations Management, or a related field.
- 1-3 years' experience in inventory, warehouse operations, logistics, customer service, device operations, or a related environment.
- Experience in reverse logistics, mobile/device financing, asset recovery, or inventory management will be an added advantage.
- Strong attention to detail and data accuracy.
- Good inventory and record-management skills.
- Basic understanding of reverse logistics and device lifecycle management.
- Good communication and customer service skills.
- Ability to work with Monday.com, ERP, Excel, or similar systems.
- Strong follow-up and problem-solving ability.
- Ability to work under tight SLAs and manage multiple priorities.
- Good understanding of IMEI/device tracking and reconciliation.
- High level of accountability, integrity, and ownership.