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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.