Sales Administrator – Customer Onboarding & Retention job at M-KOPA
Posted by: great-volunteer
Posted date: 2026-Jun-02
Location: Kampala
Sales Administrator – Customer Onboarding & Retention 2026-06-01T12:33:46+00:00 M-KOPA https://cdn.ugashare.com/jsjobsdata/data/employer/comp_951/logo/M-KOPA.png https://www.ugashare.com/jobs/ FULL_TIME Kampala Kampala 00256 Uganda Financial Services Sales & Retail, Admin & Office, Business Operations, Customer Service, Advertising & Marketing 2026-06-07T17:00:00+00:00 8 Description M-KOPA is hiring a Sales Administrator – Customer Onboarding & Retention to own the customer journey from Day 5 to Day 90, ensuring no new M-KOPA customer falls through the gap between activation and successful payment patterns. Key Duties and Responsibilities: In this role, you would be responsible for: Customer Follow-Up & Education (Days 5–90) - Calling every new customer at structured touchpoints: Day 5, 10, 15, 30, and 90—confirming device is working, walking through the payment process, and answering questions
- Delivering scripted customer education sessions at Day 10, 15, and 30 milestones, covering device usage, repayment schedules, and what to do if they face difficulties
- Identifying and flagging early distress signals—payment hesitation, confusion, silence, or complaints—before they become defaults
- Tracking and reporting weekly on customers educated, passwords reset, cancellations, unable-to-pay cases, lost or stolen devices, and forgotten passwords
Agent & DSR Accountability - Holding DSRs accountable for unresolved customer issues beyond Day 5—following up, escalating, and closing gaps
- Conducting structured follow-up with non-engaging agents; surfacing patterns of poor customer handover
- Liaising daily with Cluster Leaders, Regional Managers, Trainers, Collection Agents, and the Contact Centre to resolve field quality gaps
- Escalating repeat issues to the Sales Admin Lead and Head of Sales with evidence and recommendations
KYC Integrity & Compliance - Auditing new customer KYC records within 48 hours of activation—flagging missing, incomplete, or incorrect documentation
- Updating and correcting customer KYC details in the system promptly and accurately
- Chasing DSRs and agents for outstanding documentation and escalating anomalies immediately to Credit & Fraud
- Sharing field KYC quality feedback back to DSRs and team leaders to improve first-time accuracy
Device Repair & Recovery - Monitoring all devices sent through retail channels for repair—tracking resolution within SLA and escalating anything stuck beyond 7 days
- Working with Field Collection Agents to support device recovery for customers who have failed to pay
- Maintaining a live device tracker and reporting weekly on devices in repair, recovered, and written off
Stakeholder Liaison & Quality of Service - Acting as the central coordination point between field staff, trainers, the Contact Centre, Cluster Leaders, Regional Managers, Credit, and Fraud teams on quality of service gaps
- Surfacing and documenting field insights that affect customer repayment and sharing them upward in structured reports
Reporting - Publishing weekly reports to the Sales Admin Lead covering: customers educated by cohort, Day 10/30/90 payment rates, KYC completion rate, device repair/recovery pipeline, and escalations raised
- Using data to track what’s working and what isn’t across assigned customer cohorts—no stone left unturned
Qualifications, Skills and Experience: Core Skills - Persistent follow-through—you don’t let tasks go cold; customers, agents, and issues are tracked until resolved
- Structured communication—clear, concise, and action-oriented whether on the phone, on WhatsApp, or in a report
- Active listening—you hear what customers and agents aren’t saying directly, and you probe accordingly
- Organization and prioritization—you manage multiple customer cohorts, agent follow-ups, and reports simultaneously without dropping the ball
- Data literacy—comfortable with Excel or Google Sheets; able to build and maintain trackers, spot trends, and present findings simply
People & Stakeholder Skills - Interpersonal skills that build trust with customers, DSRs, agents, and internal teams across functions
- Ability to hold people accountable without being confrontational—firm, fair, and focused on outcomes
- Comfort navigating a matrixed environment—you work across Credit, Fraud, Contact Centre, Retail, and Field teams and know how to get things done across functions
Customer-Facing Skills - Empathy and patience—many of our customers are first-time smartphone and credit users; you meet them where they are
- Ability to explain financial and technical concepts simply and in the customer’s language
- Early distress detection—you can read the signals of a customer who is likely to default before it shows up in the payment data
- Basic CRM or sales system navigation—experience with M-KOPA systems or similar platforms is an advantage
- Proficiency in Microsoft Excel or Google Sheets for tracker management and reporting
- WhatsApp Business and email communication at a professional standard
- Ability to learn M-KOPA’s internal tools, reporting dashboards, and escalation workflows quickly
- Calling every new customer at structured touchpoints: Day 5, 10, 15, 30, and 90—confirming device is working, walking through the payment process, and answering questions
- Delivering scripted customer education sessions at Day 10, 15, and 30 milestones, covering device usage, repayment schedules, and what to do if they face difficulties
- Identifying and flagging early distress signals—payment hesitation, confusion, silence, or complaints—before they become defaults
- Tracking and reporting weekly on customers educated, passwords reset, cancellations, unable-to-pay cases, lost or stolen devices, and forgotten passwords
- Holding DSRs accountable for unresolved customer issues beyond Day 5—following up, escalating, and closing gaps
- Conducting structured follow-up with non-engaging agents; surfacing patterns of poor customer handover
- Liaising daily with Cluster Leaders, Regional Managers, Trainers, Collection Agents, and the Contact Centre to resolve field quality gaps
- Escalating repeat issues to the Sales Admin Lead and Head of Sales with evidence and recommendations
- Auditing new customer KYC records within 48 hours of activation—flagging missing, incomplete, or incorrect documentation
- Updating and correcting customer KYC details in the system promptly and accurately
- Chasing DSRs and agents for outstanding documentation and escalating anomalies immediately to Credit & Fraud
- Sharing field KYC quality feedback back to DSRs and team leaders to improve first-time accuracy
- Monitoring all devices sent through retail channels for repair—tracking resolution within SLA and escalating anything stuck beyond 7 days
- Working with Field Collection Agents to support device recovery for customers who have failed to pay
- Maintaining a live device tracker and reporting weekly on devices in repair, recovered, and written off
- Acting as the central coordination point between field staff, trainers, the Contact Centre, Cluster Leaders, Regional Managers, Credit, and Fraud teams on quality of service gaps
- Surfacing and documenting field insights that affect customer repayment and sharing them upward in structured reports
- Publishing weekly reports to the Sales Admin Lead covering: customers educated by cohort, Day 10/30/90 payment rates, KYC completion rate, device repair/recovery pipeline, and escalations raised
- Using data to track what’s working and what isn’t across assigned customer cohorts—no stone left unturned
- Persistent follow-through
- Structured communication
- Active listening
- Organization and prioritization
- Data literacy
- Interpersonal skills
- Ability to hold people accountable without being confrontational
- Comfort navigating a matrixed environment
- Empathy and patience
- Ability to explain financial and technical concepts simply and in the customer’s language
- Early distress detection
- Basic CRM or sales system navigation
- Proficiency in Microsoft Excel or Google Sheets
- WhatsApp Business and email communication
- Ability to learn M-KOPA’s internal tools, reporting dashboards, and escalation workflows quickly
- Diploma or Bachelor’s degree in Business Administration, Marketing, Social Sciences, or a related field
- 1–2 years’ experience in sales support, customer service, field operations, or a similar role (Outstanding fresh graduates with demonstrable drive will be considered)
- Fluency in English and Luganda (or the dominant local language of your assigned cluster)—both written and spoken
- Experience with CRM systems or customer tracking tools is an advantage
- Prior exposure to M-KOPA’s products, PayGo financing models, or similar FinTech environments is a plus
JOB-6a1d7c2a22508 Vacancy title:
Sales Administrator – Customer Onboarding & Retention Jobs at:
M-KOPA Deadline of this Job:
Sunday, June 7 2026 Duty Station:
Kampala | Kampala Summary
Date Posted: Monday, June 1 2026, Base Salary: Not Disclosed JOB DETAILS:
Description M-KOPA is hiring a Sales Administrator – Customer Onboarding & Retention to own the customer journey from Day 5 to Day 90, ensuring no new M-KOPA customer falls through the gap between activation and successful payment patterns. Key Duties and Responsibilities: In this role, you would be responsible for: Customer Follow-Up & Education (Days 5–90) - Calling every new customer at structured touchpoints: Day 5, 10, 15, 30, and 90—confirming device is working, walking through the payment process, and answering questions
- Delivering scripted customer education sessions at Day 10, 15, and 30 milestones, covering device usage, repayment schedules, and what to do if they face difficulties
- Identifying and flagging early distress signals—payment hesitation, confusion, silence, or complaints—before they become defaults
- Tracking and reporting weekly on customers educated, passwords reset, cancellations, unable-to-pay cases, lost or stolen devices, and forgotten passwords
Agent & DSR Accountability - Holding DSRs accountable for unresolved customer issues beyond Day 5—following up, escalating, and closing gaps
- Conducting structured follow-up with non-engaging agents; surfacing patterns of poor customer handover
- Liaising daily with Cluster Leaders, Regional Managers, Trainers, Collection Agents, and the Contact Centre to resolve field quality gaps
- Escalating repeat issues to the Sales Admin Lead and Head of Sales with evidence and recommendations
KYC Integrity & Compliance - Auditing new customer KYC records within 48 hours of activation—flagging missing, incomplete, or incorrect documentation
- Updating and correcting customer KYC details in the system promptly and accurately
- Chasing DSRs and agents for outstanding documentation and escalating anomalies immediately to Credit & Fraud
- Sharing field KYC quality feedback back to DSRs and team leaders to improve first-time accuracy
Device Repair & Recovery - Monitoring all devices sent through retail channels for repair—tracking resolution within SLA and escalating anything stuck beyond 7 days
- Working with Field Collection Agents to support device recovery for customers who have failed to pay
- Maintaining a live device tracker and reporting weekly on devices in repair, recovered, and written off
Stakeholder Liaison & Quality of Service - Acting as the central coordination point between field staff, trainers, the Contact Centre, Cluster Leaders, Regional Managers, Credit, and Fraud teams on quality of service gaps
- Surfacing and documenting field insights that affect customer repayment and sharing them upward in structured reports
Reporting - Publishing weekly reports to the Sales Admin Lead covering: customers educated by cohort, Day 10/30/90 payment rates, KYC completion rate, device repair/recovery pipeline, and escalations raised
- Using data to track what’s working and what isn’t across assigned customer cohorts—no stone left unturned
Qualifications, Skills and Experience: Core Skills - Persistent follow-through—you don’t let tasks go cold; customers, agents, and issues are tracked until resolved
- Structured communication—clear, concise, and action-oriented whether on the phone, on WhatsApp, or in a report
- Active listening—you hear what customers and agents aren’t saying directly, and you probe accordingly
- Organization and prioritization—you manage multiple customer cohorts, agent follow-ups, and reports simultaneously without dropping the ball
- Data literacy—comfortable with Excel or Google Sheets; able to build and maintain trackers, spot trends, and present findings simply
People & Stakeholder Skills - Interpersonal skills that build trust with customers, DSRs, agents, and internal teams across functions
- Ability to hold people accountable without being confrontational—firm, fair, and focused on outcomes
- Comfort navigating a matrixed environment—you work across Credit, Fraud, Contact Centre, Retail, and Field teams and know how to get things done across functions
Customer-Facing Skills - Empathy and patience—many of our customers are first-time smartphone and credit users; you meet them where they are
- Ability to explain financial and technical concepts simply and in the customer’s language
- Early distress detection—you can read the signals of a customer who is likely to default before it shows up in the payment data
- Basic CRM or sales system navigation—experience with M-KOPA systems or similar platforms is an advantage
- Proficiency in Microsoft Excel or Google Sheets for tracker management and reporting
- WhatsApp Business and email communication at a professional standard
- Ability to learn M-KOPA’s internal tools, reporting dashboards, and escalation workflows quickly
Work Hours: 8 Experience in Months: 36 Level of Education: bachelor degree Job application procedure
Application Link:Click Here to Apply Now
|