Inbound Telesales Representative Jobs – KOPA

Job Title: Inbound Telesales Representative

Organisation: 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 currently hiring a Telesales Representative – Inbound Voice to be the trusted voice that helps Ugandan customers unlock life-changing products through M-KOPA.

This role offers the opportunity to make a direct impact on people’s lives—every day. You won’t just be answering calls; you’ll be the person who helps a mother upgrade to a smartphone that connects her to opportunities, guides a small business owner through accessing a cash loan that grows their enterprise, and solves problems that matter to real people. You’ll handle hundreds of meaningful conversations daily, upgrading customers to new devices, troubleshooting challenges, and introducing products that genuinely transform lives. You’ll work with passionate telesales teams in a dynamic environment where your empathy, sales skills, and problem-solving directly contribute to expanding financial inclusion across Uganda.

Why This Role is Different:
Most call center jobs feel transactional. This one feels purposeful. You’re not selling insurance people don’t want or reading scripts that feel robotic. You’re helping real customers—people who’ve trusted M-KOPA with their first smartphone, their first solar system, their first step toward financial inclusion. When you upgrade someone to a better device, you’re not just hitting a KPI—you’re giving them access to opportunities. When you solve a payment issue, you’re not just closing a ticket—you’re protecting an asset they’re working hard to own. The work matters. The customers remember you. The impact is real.

Key Duties and Responsibilities:

Customer Upgrades & Allocation

• Upgrading existing customers on the system efficiently helping them access better products as they complete their payment journeys
• Allocating phones to customers within agreed turnaround times (TAT), ensuring they get their devices quickly
• Answer Rate Excellence
• Ensuring answer rate standards are consistently met—being there when customers need you

Problem-Solving & Support

• Resolving phone payment issues for customers with patience and clarity
• Guiding customers on how to navigate the M-KOPA App—empowering them to self-serve in the future

Quality & First-Call Resolution

• Maintaining adherence to quality standards at all times—every interaction reflects M-KOPA’s values
• Offering first-call resolution (FCR) to customer issues—solving problems completely, not partially

Task Queue & Escalation Management

• Addressing telesales product-related issues through the Task Manager Queue
• Managing escalations to telesales outbound teams when needed

Inbound Selling with Purpose

• Pitching current M-KOPA products to both existing and new interested customers—matching products to real needs, not just pushing sales
• Advising customers on how to access cash loans through the M-KOPA App—opening doors to financial flexibility

Qualifications, Skills and Experience:

Experience & Background

• BPO industry or call center industry experience—you understand the pace and demands of inbound customer service
• Customer service skills and proven ability to build relationships—you genuinely enjoy helping people
• Sound knowledge of sales processes coupled with a track record in a sales role—you can sell without feeling pushy
• BPO industry or call center industry experience—you understand the pace and demands of inbound customer service
• Customer service skills and proven ability to build relationships—you genuinely enjoy helping people
• Sound knowledge of sales processes coupled with a track record in a sales role—you can sell without feeling pushy
• Strong empathy and ability to understand customer needs—you listen first, then solve
• Result-oriented mindset and self-driven approach—you take ownership of your targets
• Team player mentality with collaborative spirit—you celebrate wins together and support colleagues
• Ability to multi-task effectively in a fast-paced environment—you stay calm when it’s busy
• Resilience and positive attitude—you bounce back from difficult calls and stay motivated
• Excellent communication skills in English and local languages (Luganda proficiency is a strong advantage)
• Comfort with technology systems and learning new platforms—you’re not intimidated by tools like Freshdesk or CRM systems
• Problem-solving skills with ability to think on your feet
• Active listening skills—you hear what customers are really saying, not just what they’re asking

How to Apply:

All suitably qualified and Interested applicants should apply online at the link below.

Opens the employer’s application pageApply Now →

NB: Only shortlisted candidates will be contacted.

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: no experience