Sales Administrator - Customer Onboarding & Retention job at M-KOPA

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 payment—the 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 90—building 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 (2022–2025) 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 paperwork—they'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 me—I 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 results—Day 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 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

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-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

Technical Skills

• 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

Qualifications & Experience

• 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

Who You Are

• Mission-aligned—M-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-oriented—efficiency is your default mode; you build systems, not habits of improvisation
• Thrive under pressure and stay calm in the middle of the sales storm—you don't need to be told twice
• Self-motivated with strong ownership mentality—you see problems and solve them
• Results-driven—you 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 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—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
• 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
• 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

• 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