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About the Organisation
Telesales Representative – Upgrade Support/Inbound job at M-KOPA| Apply Now
Kampala, Uganda
M-KOPA, established in 2010, is a London-based fintech company operating in Kenya, Uganda, Nigeria, Ghana, and South Africa. Its mission is to provide affordable access to essential products and services through innovative financing models, combining digital micropayments with GSM connectivity. M-KOPA has earned recognition for its impact, including being listed in the Financial Times' "Africa's Fastest Growing Companies" rankings in 2022, 2023, and 2024, and being named in the TIME100 Most Influential Companies list in 2023 and 2024.
The company fosters a dynamic work culture that emphasizes innovation and employee growth, offering opportunities across various departments. As of 2024, M-KOPA has extended over $1.5 billion in credit to more than 5 million customers and employs over 3,000 staff members, with 30,000 sales agents across its markets. Its business model focuses on accessible financing for smartphones and digital services, utilizing daily repayment plans that align with customers' income patterns. M-KOPA's core values include customer-centricity, innovation, and financial inclusion.
The company actively engages in corporate social responsibility initiatives aimed at empowering underserved communities. For more information, visit their official website at www.m-kopa.com.
Are you looking for Sales jobs in Uganda 2025 today? then you might be interested in Telesales Representative – Upgrade Support/Inbound job at M-KOPA
Full Time
Deadline:
7 Jul 2025
Job Title
Telesales Representative – Upgrade Support/Inbound job at M-KOPA
M-KOPA
Job Description
Job Title: Telesales Representative – Upgrade Support/Inbound (Fresher Call Centre Jobs)
Organisation: M-KOPA
Duty Station: Kampala, Uganda
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.
Duties, Roles and Responsibilities
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
If you are ready to make a difference and drive financial excellence in a dynamic and innovative environment, we want to hear from you!
Click the APPLY Button Below to Apply
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How to Apply
Customer Upgrades & Device Allocation
Upgrade 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 & Screening
Use 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 Selection
Identify suitable upgrade plans for customers.
Create new customer accounts in Dash and ensure accurate profiling.
Sales & Inbound Product Support
Sell 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 Support
Provide basic troubleshooting for phone payment issues and app navigation.
Resolve issues at first contact (FCR) while maintaining quality standards.
Queue & Task Manager Oversight
Manage the Telesales task queue and address product-related issues.
Collaborate with outbound teams for issue escalation and resolution.
Incentive Management
Clear old incentives and upload new ones to client accounts for accurate collection.
Performance Monitoring
Maintain answer rate targets and adhere to call center performance standards.
This is an onsite role in Kampala reporting to the Telesales Team Leader.
SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Minimum 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.
