Telesales Representative - Inbound Voice job at M-KOPA

Background

We are currently hiring a Telesales Representative - Inbound Voice to be the trusted voice that helps Ugandan customers unlock life-changing products through M-KOPA.

This role offers the opportunity to make a direct impact on people's lives—every day. You won't just be answering calls; you'll be the person who helps a mother upgrade to a smartphone that connects her to opportunities, guides a small business owner through accessing a cash loan that grows their enterprise, and solves problems that matter to real people. You'll handle hundreds of meaningful conversations daily, upgrading customers to new devices, troubleshooting challenges, and introducing products that genuinely transform lives. You'll work with passionate telesales teams in a dynamic environment where your empathy, sales skills, and problem-solving directly contribute to expanding financial inclusion across Uganda.

About Us

We foster a culture where genuine care meets performance excellence. Our team values meaningful connections over rushed transactions, first-call resolution over passing problems along, and service that earns loyalty rather than just compliance. You'll be empowered to make decisions that delight customers while hitting ambitious targets, working in an environment where your voice matters—both to the customers you serve and the team you're part of.

At M-KOPA, our telesales team isn't just a call center—we're the human connection in a tech-enabled business, the voice that turns transactions into relationships, and the bridge that helps underbanked Ugandans access products previously out of reach.

Why This Role is Different:

Most call center jobs feel transactional. This one feels purposeful. You're not selling insurance people don't want or reading scripts that feel robotic. You're helping real customers—people who've trusted M-KOPA with their first smartphone, their first solar system, their first step toward financial inclusion. When you upgrade someone to a better device, you're not just hitting a KPI—you're giving them access to opportunities. When you solve a payment issue, you're not just closing a ticket—you're protecting an asset they're working hard to own. The work matters. The customers remember you. The impact is real.

Responsibilities

• Upgrading existing customers on the system efficiently helping them access better products as they complete their payment journeys
• Allocating phones to customers within agreed turnaround times (TAT), ensuring they get their devices quickly
• Ensuring answer rate standards are consistently met—being there when customers need you
• Resolving phone payment issues for customers with patience and clarity
• Guiding customers on how to navigate the M-KOPA App—empowering them to self-serve in the future
• Maintaining adherence to quality standards at all times—every interaction reflects M-KOPA's values
• Offering first-call resolution (FCR) to customer issues—solving problems completely, not partially
• Addressing telesales product-related issues through the Task Manager Queue
• Managing escalations to telesales outbound teams when needed
• Pitching current M-KOPA products to both existing and new interested customers—matching products to real needs, not just pushing sales
• Advising customers on how to access cash loans through the M-KOPA App—opening doors to financial flexibility

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)

Additional Details

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

• Upgrading existing customers on the system efficiently helping them access better products as they complete their payment journeys
• Allocating phones to customers within agreed turnaround times (TAT), ensuring they get their devices quickly
• Ensuring answer rate standards are consistently met—being there when customers need you
• Resolving phone payment issues for customers with patience and clarity
• Guiding customers on how to navigate the M-KOPA App—empowering them to self-serve in the future
• Maintaining adherence to quality standards at all times—every interaction reflects M-KOPA's values
• Offering first-call resolution (FCR) to customer issues—solving problems completely, not partially
• Addressing telesales product-related issues through the Task Manager Queue
• Managing escalations to telesales outbound teams when needed
• Pitching current M-KOPA products to both existing and new interested customers—matching products to real needs, not just pushing sales
• Advising customers on how to access cash loans through the M-KOPA App—opening doors to financial flexibility

• Empathy
• Sales skills
• Problem-solving
• Patience
• Clarity
• Product knowledge

• Entry-level role