Sales Administrator - Customer Onboarding & Retention job at M-KOPA
Posted by: great-volunteer
Posted date: 2026-May-29
Location: Uganda, Kampala
Sales Administrator - Customer Onboarding & Retention 2026-05-29T12:30:54+00:00 M-KOPA https://cdn.ugashare.com/jsjobsdata/data/employer/comp_951/logo/M-KOPA.png https://www.ugashare.com/jobs/ FULL_TIME Uganda Kampala 00256 Uganda Financial Services Sales & Retail, Business Operations, Customer Service, Admin & Office 2026-06-05T17:00:00+00:00 8 Overview Application We are looking for 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. This role offers the opportunity to be the bridge between a customer's first device and their first successful paymentâthe person who makes the critical difference in those crucial first 90 days. You won't be doing ordinary admin work. You'll be the early-warning system who catches distress signals before defaults happen, the educator who ensures customers know exactly how to succeed, the follow-up engine who holds DSRs and agents accountable, and the quality guardian who ensures every new customer has the support they need. Working across Sales, Credit, Fraud, Contact Centre, and Field teams, you'll own structured touchpoints at Day 5, 10, 15, 30, and 90âbuilding trust, forming habits, and setting repayment patterns that determine customer success. About Us We foster a culture where customer success meets operational excellence. Our team values persistent follow-through, structured communication, and early intervention that prevents problems rather than reacting to them. You'll be empowered to hold people accountable, flag issues before they escalate, and drive outcomes that directly impact customer repayment rates and business performance. Recognized by the Financial Times as one of Africa's Fastest Growing Companies (2022â2025) and TIME100 Most Influential Companies (2023 & 2024), we've served over 6 million customers, unlocking $1.5 billion in cumulative credit across Africa. At M-KOPA, our Sales Administrators aren't just processing paperworkâthey're mission-critical operators who ensure customers succeed in those make-or-break first 90 days, building the foundation that transforms first-time credit users into long-term M-KOPA customers. Why This Role is Different: Imagine being the person who spots that a customer is confused about payments on Day 10 and fixes it before they miss Day 30. Imagine holding a DSR accountable for an unresolved customer issue that's preventing a customer from paying. Imagine calling a customer at Day 90 and hearing them say, "Thank you for checking on meâI wasn't sure how this worked but now I'm on track." That's this role. You're not buried in admin tasks that don't matter. Every call you make, every issue you flag, every piece of KYC you chase directly impacts whether a customer succeeds or defaults. The work has weight. The outcomes are measurable. Your commission is tied to actual resultsâDay 30 and Day 90 payment rates in your cohort, KYC completion rates, device recoveries, and education touchpoint completion. You win when customers win. In this role, you would be responsible for: Customer Follow-Up & Education (Days 5â90) - Calling every new customer at structured touchpoints: Day 5, 10, 15, 30, and 90âconfirming 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 signalsâpayment hesitation, confusion, silence, or complaintsâbefore 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 5âfollowing 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 activationâflagging 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 repairâtracking 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 cohortsâno stone left unturned
This is a field-linked, office-based role in Uganda with commission-based earnings potential. If successful, you would be reporting to the Sales Admin Lead (with dotted line reporting to Head of Sales). Your application should demonstrate: Core Skills - Persistent follow-throughâyou don't let tasks go cold; customers, agents, and issues are tracked until resolved
- Structured communicationâclear, concise, and action-oriented whether on the phone, on WhatsApp, or in a report
- Active listeningâyou hear what customers and agents aren't saying directly, and you probe accordingly
- Organization and prioritizationâyou manage multiple customer cohorts, agent follow-ups, and reports simultaneously without dropping the ball
- Data literacyâcomfortable 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 confrontationalâfirm, fair, and focused on outcomes
- Comfort navigating a matrixed environmentâyou work across Credit, Fraud, Contact Centre, Retail, and Field teams and know how to get things done across functions
Customer-Facing Skills - Empathy and patienceâmany 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 detectionâyou can read the signals of a customer who is likely to default before it shows up in the payment data
Technical Skills - Basic CRM or sales system navigationâexperience 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
Qualifications & Experience - Diploma or Bachelor's degree in Business Administration, Marketing, Social Sciences, or a related field
- 1â2 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)âboth 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
Who You Are - Mission-alignedâM-KOPA's customers are real people making daily sacrifices to own a smartphone or solar device; you take that seriously and show up for them at every touchpoint
- Process-orientedâefficiency is your default mode; you build systems, not habits of improvisation
- Thrive under pressure and stay calm in the middle of the sales stormâyou don't need to be told twice
- Self-motivated with strong ownership mentalityâyou see problems and solve them
- Results-drivenâyou understand that your earnings are tied to outcomes and you're excited by that accountability
If the above is of interest to you, please apply. Why M-KOPA? 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. - Calling every new customer at structured touchpoints: Day 5, 10, 15, 30, and 90âconfirming 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 signalsâpayment hesitation, confusion, silence, or complaintsâbefore 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 5âfollowing 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 activationâflagging 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 repairâtracking 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 cohortsâno stone left unturned
- Persistent follow-throughâyou don't let tasks go cold; customers, agents, and issues are tracked until resolved
- Structured communicationâclear, concise, and action-oriented whether on the phone, on WhatsApp, or in a report
- Active listeningâyou hear what customers and agents aren't saying directly, and you probe accordingly
- Organization and prioritizationâyou manage multiple customer cohorts, agent follow-ups, and reports simultaneously without dropping the ball
- Data literacyâcomfortable with Excel or Google Sheets; able to build and maintain trackers, spot trends, and present findings simply
- Interpersonal skills that build trust with customers, DSRs, agents, and internal teams across functions
- Ability to hold people accountable without being confrontationalâfirm, fair, and focused on outcomes
- Comfort navigating a matrixed environmentâyou work across Credit, Fraud, Contact Centre, Retail, and Field teams and know how to get things done across functions
- Empathy and patienceâmany 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 detectionâyou 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 navigationâexperience 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
- Diploma or Bachelor's degree in Business Administration, Marketing, Social Sciences, or a related field
- 1â2 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)âboth 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-6a1986fed52e0 Vacancy title: Sales Administrator - Customer Onboarding & Retention Jobs at: M-KOPA Deadline of this Job: Friday, June 5 2026 Duty Station: Uganda | Kampala Summary Date Posted: Friday, May 29 2026, Base Salary: Not Disclosed JOB DETAILS:
Overview Application We are looking for 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. This role offers the opportunity to be the bridge between a customer's first device and their first successful paymentâthe person who makes the critical difference in those crucial first 90 days. You won't be doing ordinary admin work. You'll be the early-warning system who catches distress signals before defaults happen, the educator who ensures customers know exactly how to succeed, the follow-up engine who holds DSRs and agents accountable, and the quality guardian who ensures every new customer has the support they need. Working across Sales, Credit, Fraud, Contact Centre, and Field teams, you'll own structured touchpoints at Day 5, 10, 15, 30, and 90âbuilding trust, forming habits, and setting repayment patterns that determine customer success. About Us We foster a culture where customer success meets operational excellence. Our team values persistent follow-through, structured communication, and early intervention that prevents problems rather than reacting to them. You'll be empowered to hold people accountable, flag issues before they escalate, and drive outcomes that directly impact customer repayment rates and business performance. Recognized by the Financial Times as one of Africa's Fastest Growing Companies (2022â2025) and TIME100 Most Influential Companies (2023 & 2024), we've served over 6 million customers, unlocking $1.5 billion in cumulative credit across Africa. At M-KOPA, our Sales Administrators aren't just processing paperworkâthey're mission-critical operators who ensure customers succeed in those make-or-break first 90 days, building the foundation that transforms first-time credit users into long-term M-KOPA customers. Why This Role is Different: Imagine being the person who spots that a customer is confused about payments on Day 10 and fixes it before they miss Day 30. Imagine holding a DSR accountable for an unresolved customer issue that's preventing a customer from paying. Imagine calling a customer at Day 90 and hearing them say, "Thank you for checking on meâI wasn't sure how this worked but now I'm on track." That's this role. You're not buried in admin tasks that don't matter. Every call you make, every issue you flag, every piece of KYC you chase directly impacts whether a customer succeeds or defaults. The work has weight. The outcomes are measurable. Your commission is tied to actual resultsâDay 30 and Day 90 payment rates in your cohort, KYC completion rates, device recoveries, and education touchpoint completion. You win when customers win. In this role, you would be responsible for: Customer Follow-Up & Education (Days 5â90) - Calling every new customer at structured touchpoints: Day 5, 10, 15, 30, and 90âconfirming 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 signalsâpayment hesitation, confusion, silence, or complaintsâbefore 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 5âfollowing 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 activationâflagging 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 repairâtracking 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 cohortsâno stone left unturned
This is a field-linked, office-based role in Uganda with commission-based earnings potential. If successful, you would be reporting to the Sales Admin Lead (with dotted line reporting to Head of Sales). Your application should demonstrate: Core Skills - Persistent follow-throughâyou don't let tasks go cold; customers, agents, and issues are tracked until resolved
- Structured communicationâclear, concise, and action-oriented whether on the phone, on WhatsApp, or in a report
- Active listeningâyou hear what customers and agents aren't saying directly, and you probe accordingly
- Organization and prioritizationâyou manage multiple customer cohorts, agent follow-ups, and reports simultaneously without dropping the ball
- Data literacyâcomfortable 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 confrontationalâfirm, fair, and focused on outcomes
- Comfort navigating a matrixed environmentâyou work across Credit, Fraud, Contact Centre, Retail, and Field teams and know how to get things done across functions
Customer-Facing Skills - Empathy and patienceâmany 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 detectionâyou can read the signals of a customer who is likely to default before it shows up in the payment data
Technical Skills - Basic CRM or sales system navigationâexperience 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
Qualifications & Experience - Diploma or Bachelor's degree in Business Administration, Marketing, Social Sciences, or a related field
- 1â2 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)âboth 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
Who You Are - Mission-alignedâM-KOPA's customers are real people making daily sacrifices to own a smartphone or solar device; you take that seriously and show up for them at every touchpoint
- Process-orientedâefficiency is your default mode; you build systems, not habits of improvisation
- Thrive under pressure and stay calm in the middle of the sales stormâyou don't need to be told twice
- Self-motivated with strong ownership mentalityâyou see problems and solve them
- Results-drivenâyou understand that your earnings are tied to outcomes and you're excited by that accountability
If the above is of interest to you, please apply. Why M-KOPA? 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. Work Hours: 8 Experience in Months: 12 Level of Education: bachelor degree Job application procedure
If the above is of interest to you, please apply. Application Link:Click Here to Apply Now
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