Telesales Representative - Inbound job at M-KOPA

We are looking for a Telesales Representative - Inbound Voice to upgrade customers, screen and allocate phones, and sell add-on products to our growing customer base in Uganda.

This role offers the opportunity to be at the heart of M-KOPA's customer experience, handling inbound calls and helping customers access life-changing products. You'll process hundreds of customer interactions daily, upgrading existing customers to new devices, troubleshooting issues, and selling additional products that enhance their M-KOPA experience. You'll work with talented telesales teams who are passionate about delivering exceptional service.

About Us

We foster a culture where sales excellence meets genuine care for customer needs. Our team values quality interactions, first-call resolution, and service that builds lasting relationships. You'll be empowered to make decisions that enhance customer satisfaction while meeting ambitious sales targets, working in a fast-paced environment where your performance directly contributes to expanding financial access across Africa.

At M-KOPA, our telesales team isn't just a call center—we're the voice of M-KOPA and the bridge that connects customers to products that transform their lives.

In this role, you would be responsible for:

Customer Upgrades

• Upgrading existing customers on the system efficiently
• Allocating phones to customers within agreed turnaround times (TAT)

Answer Rate Management

• Ensuring answer rate standards are consistently met

Basic Troubleshooting

• Resolving phone payment issues for customers
• Guiding customers on how to navigate the M-KOPA App

Quality Adherence

• Maintaining adherence to quality standards at all times
• Offering first-call resolution (FCR) to customer issues

Task Queue Management

• Addressing telesales product-related issues through the Task Manager Queue
• Managing escalations to telesales outbound teams

Inbound Selling

• Pitching current M-KOPA products to both existing and new interested customers
• Advising customers on how to access cash loans through the M-KOPA App

Key Deliverables:

• Sales via Freshdesk, Escalation Channel, and Telesales Platform
• Answer rate targets
• Quality standards
• Product knowledge assessment (Quiz)
• Upgrades allocation TAT
• M-KOPA Values adherence (including Schedule Adherence)

This is an entry-level role (Job Band E1) based in Kampala, Uganda. If successful, you would be reporting to the Telesales Inbound Team Leader.

Your application should demonstrate:

• BPO industry or call center industry experience
• Customer service skills and proven ability to build relationships
• Strong empathy and ability to understand customer needs
• Result-oriented mindset and self-driven approach
• Team player mentality with collaborative spirit
• Ability to multi-task effectively in a fast-paced environment
• Sound knowledge of sales processes coupled with an excellent track record in a sales role
• Excellent communication skills in English and local languages
• Comfort with technology systems and learning new platforms

• Upgrading existing customers on the system efficiently
• Allocating phones to customers within agreed turnaround times (TAT)
• Ensuring answer rate standards are consistently met
• Resolving phone payment issues for customers
• Guiding customers on how to navigate the M-KOPA App
• Maintaining adherence to quality standards at all times
• Offering first-call resolution (FCR) to customer issues
• Addressing telesales product-related issues through the Task Manager Queue
• Managing escalations to telesales outbound teams
• Pitching current M-KOPA products to both existing and new interested customers
• Advising customers on how to access cash loans through the M-KOPA App

• Customer service skills
• Proven ability to build relationships
• Strong empathy
• Ability to understand customer needs
• Result-oriented mindset
• Self-driven approach
• Team player mentality
• Collaborative spirit
• Ability to multi-task effectively
• Sound knowledge of sales processes
• Excellent communication skills in English and local languages
• Comfort with technology systems
• Ability to learn new platforms

• BPO industry or call center industry experience
• Excellent track record in a sales role