Job Title: Telesales Representative – Upgrade Support/Inbound (Fresher Call Centre Jobs)
Organisation: M-KOPA
Duty Station: Kampala, Uganda
About Organisation:
The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.
Job Summary: 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 Duties and Responsibilities:
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.
Qualifications, Skills and Experience:
- 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.
How to Apply:
If you are ready to make a difference and drive financial excellence in a dynamic and innovative environment, we want to hear from you!
For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline
Level of Education: Bachelor Degree
Work Hours: 8
Experience in Months: 12