Job Title: Telesales Representative – Upgrade desk /Inbound
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 Desk / Inbound Non-Voice to upgrade, screen, and allocate phones to customers while selling add-on products through non-voice channels.
This role offers the opportunity to be at the heart of M-KOPA’s upgrade process, helping customers access better devices and additional products that enhance their lives. You’ll manage the complete upgrade journey—from client verification and screening to device allocation and incentive management—ensuring every customer gets their new phone quickly and correctly. You’ll work through multiple channels including Freshdesk, Escalation Channels, and the Telesales Platform, processing upgrades, troubleshooting issues, and selling products that genuinely improve customer experiences. Working with talented teams in Customer Retention, you’ll be the expert who makes upgrades seamless and keeps customers engaged with M-KOPA.
Key Duties and Responsibilities:
Customer Upgrades
- Upgrading existing customers on the system efficiently
- Allocating phones to customers within agreed turnaround times (TAT)
Client Verification
- Accessing NIRA portal to validate National IDs
- Conducting KYC checks to confirm client eligibility
Upgrade Delivery Screening
- Screening delivery clients and ensuring UGX 15,000 commitment fee is paid before proceeding
- Verifying customer readiness for upgrade delivery
Account Setup & Plan Selection
- Identifying suitable upgrade plans for customers
- Creating new accounts in Dash system
- Ensuring accurate client profiling
Device Allocation
- Purchasing serials and allocating devices on the system
- Confirming correct device assignment to customers
Incentive Management
- Clearing old incentives from customer accounts
- Uploading new incentives to client accounts
- Ensuring all payable amounts are visible for collection
- Answer Rate Management
- Ensuring answer rate standards are adhered to consistently
Basic Troubleshooting
- Resolving phone payment issues for customers
- Guiding customers on how to navigate the M-KOPA App
Quality Adherence
- Ensuring adherence to quality standards at all times
- Offering first-call resolution (FCR) to customer issues
Telesales Task Manager Queue Management
- Addressing telesales product-related issues
- 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
Sales via Freshdesk, Escalation Channel, and Telesales Platform
- Answer rate targets
- Quality standards
- Product knowledge assessment (Quiz)
- Upgrades allocation TAT
- 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/Support Team Leader – Customer Retention.
Qualifications, Skills and Experience:
- BPO industry or call center industry experience
- Customer service skills and proven ability to build relationships
- Strong empathy and ability to understand customer needs
- Result-oriented mindset and self-driven approach
- Team player mentality with collaborative spirit
- Ability to multi-task effectively in a fast-paced environment
- Sound knowledge of sales processes coupled with an excellent track record in a sales role
- Attention to detail for accurate account setup, device allocation, and verification processes
- Comfort with technology systems including Dash, NIRA portal, and CRM platforms
- Understanding of KYC processes and client verification
- Problem-solving skills for troubleshooting customer issues
- Ability to manage incentives and ensure account accuracy
- Excellence in written communication for non-voice channels
- Organizational skills to manage multiple upgrade requests simultaneously
How to Apply:
All suitably qualified and Interested applicants should apply online at the link below.
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