Sales Administrator Jobs – M-KOPA

Job Title: Sales Administrator

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 Sales Administrator – Customer Onboarding & Retention to own the customer journey from Day 5 to Day 90, ensuring no new M-KOPA customer falls through the gap between activation and successful payment patterns.

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, Skills and Experience:

• Diploma or Bachelor’s degree in Business Administration, Marketing, Social Sciences, or a related field
• 1–2 years’ experience in sales support, customer service, field operations, or a similar role (Outstanding fresh graduates with demonstrable drive will be considered)
• Fluency in English and Luganda (or the dominant local language of your assigned cluster)—both written and spoken
• Experience with CRM systems or customer tracking tools is an advantage
• Prior exposure to M-KOPA’s products, PayGo financing models, or similar FinTech environments is a plus

Core Skills

• Persistent follow-through—you don’t let tasks go cold; customers, agents, and issues are tracked until resolved
• Structured communication—clear, concise, and action-oriented whether on the phone, on WhatsApp, or in a report
• Active listening—you hear what customers and agents aren’t saying directly, and you probe accordingly
• Organization and prioritization—you manage multiple customer cohorts, agent follow-ups, and reports simultaneously without dropping the ball
• Data literacy—comfortable with Excel or Google Sheets; able to build and maintain trackers, spot trends, and present findings simply

People & Stakeholder Skills

• Interpersonal skills that build trust with customers, DSRs, agents, and internal teams across functions
• Ability to hold people accountable without being confrontational—firm, fair, and focused on outcomes
• Comfort navigating a matrixed environment—you work across Credit, Fraud, Contact Centre, Retail, and Field teams and know how to get things done across functions

Customer-Facing Skills

• Empathy and patience—many of our customers are first-time smartphone and credit users; you meet them where they are
• Ability to explain financial and technical concepts simply and in the customer’s language
• Early distress detection—you can read the signals of a customer who is likely to default before it shows up in the payment data
• Basic CRM or sales system navigation—experience with M-KOPA systems or similar platforms is an advantage
• Proficiency in Microsoft Excel or Google Sheets for tracker management and reporting
• WhatsApp Business and email communication at a professional standard
• Ability to learn M-KOPA’s internal tools, reporting dashboards, and escalation workflows quickly

Who You Are

• Mission-aligned—M-KOPA’s customers are real people making daily sacrifices to own a smartphone or solar device; you take that seriously and show up for them at every touchpoint
• Process-oriented—efficiency is your default mode; you build systems, not habits of improvisation
• Thrive under pressure and stay calm in the middle of the sales storm—you don’t need to be told twice
• Self-motivated with strong ownership mentality—you see problems and solve them
• Results-driven—you understand that your earnings are tied to outcomes and you’re excited by that accountability

How to Apply:

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

Click Here

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: associate degree

Work Hours: 8

Experience in Months: 12