Telesales Representative – Upgrade Support/Inbound

We are looking for a Telesales Representative – Upgrade Support/Inbound to join our Customer Retention group, as we scale up and drive digital and financial inclusion across our markets.The successful candidate will support customers by handling upgrade requests, screening and allocating devices, selling add-ons, and resolving issues — all while delivering a great customer experience. This role combines sales, customer service, and operations to support M-KOPA’s goal of empowering customers through accessible technology and financial services.Key ResponsibilitiesCustomer Upgrades & Device AllocationUpgrade existing customers via the internal system.Allocate phones to customers within the agreed turnaround time (TAT).Purchase serials and allocate devices accurately in the system.Customer Verification & ScreeningUse the NIRA portal to validate National IDs and perform KYC checks.Screen upgrade delivery customers and ensure the commitment fee is paid before proceeding.Account Setup & Plan SelectionIdentify suitable upgrade plans for customers.Create new customer accounts in Dash and ensure accurate profiling.Sales & Inbound Product SupportSell and allocate add-ons to customers.Upsell existing M-KOPA products to inbound callers.Guide customers on how to access cash loans via the M-KOPA App.Troubleshooting & Quality SupportProvide basic troubleshooting for phone payment issues and app navigation.Resolve issues at first contact (FCR) while maintaining quality standards.Queue & Task Manager OversightManage the Telesales task queue and address product-related issues.Collaborate with outbound teams for issue escalation and resolution.Incentive ManagementClear old incentives and upload new ones to client accounts for accurate collection.Performance MonitoringMaintain answer rate targets and adhere to call center performance standards.This is an onsite role in Kampala reporting to the Telesales Team Leader.ExpertiseMinimum of 1–2 years’ experience in a call center or BPO environment.Proven experience in sales or telesales, preferably in a target-driven setting.Strong customer service orientation with the ability to build rapport and trust.Excellent communication and problem-solving skills.Demonstrated empathy, patience, and attention to detail.Results-oriented, self-driven, and able to work independently.Strong team player with multitasking capabilities.Familiarity with CRM systems or mobile financial services is an added advantage.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.Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 5 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.Important NoticeM-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships. M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.

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