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Job Summary

Job Title:
Sales Administrator
Employer:
M-KOPA
Location:
Kampala
Country:
Uganda
Contract Type:
Full-time
Job Category:
Number of Positions:
Deadline:

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M-KOPA is a pioneering company that empowers households across East Africa by providing affordable access to solar energy, enabling people in off-grid areas to improve their lives through clean, reliable energy. The company has earned recognition for its innovative approach to financial inclusion, offering pay-as-you-go solutions that enable low-income customers to access solar power without upfront costs. M-KOPA has a dynamic work culture that fosters collaboration, diversity, and social impact, offering employees opportunities for growth and a mission-driven environment. The company has evolved since its inception, leveraging mobile technology to expand its reach and offer energy solutions that go beyond solar, including financing for other essential household products. With operations in multiple countries, M-KOPA has made significant strides in providing solar energy to over a million homes. Its core values of innovation, sustainability, and empowerment are central to its business model, which integrates technology and finance to enhance customer accessibility. M-KOPA also embraces corporate social responsibility, partnering with other organizations to improve the quality of life for underserved communities. For more information, visit their website at https://www.m-kopa.com.

Full-time

Sales Administrator Job at M-KOPA

M-KOPA

Job Description

M-KOPA is looking for a Sales Administrator for Customer Onboarding & Retention to manage the customer journey from Day 5 to Day 90. The role focuses on ensuring new customers successfully transition from activation to consistent payment patterns through dedicated follow-ups and support.

Duties, Roles and Responsibilities

Key Duties and Responsibilities: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

Qualifications, Education and Competencies

See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.

ev. Dr. John W Mulinde is the Founder and Global Overseer of World Trumpet Mission, World Trumpet Mission, an international ministry that promotes transforming revival globally, has been a part of the work of transformation that God has brought about in the nation of Uganda and in nations all over the world. John has been called by the Lord to “Blow the Trumpet” in the nations, calling the church to repentance and preparing the Body of Christ for the day of the Lord’s return. He has been traveling the past few decades, sharing this message throughout the world. John and his wife Sheila have nine children and live in Kampala, Uganda.

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Sales Administrator Job at M-KOPA

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