M-KOPA
Fintech
TelesalesRepresentative–Upgradedesk/Inbound
Neural analysis suggests this role is
optimal for Entry candidates.
“Telesales Representative – Upgrade desk /Inbound at M-KOPA. Skills: Telesales, Customer service, Sales, Upgrades management, Client verification, Device allocation. Upgrading existing customers on the system efficiently. Allocating phones to customers within agreed turnaround times (TAT)”
What You'll Achieve.
Sales via Freshdesk, Escalation Channel, and Telesales Platform; Answer rate targets; Quality standards; Product knowledge assessment (Quiz); Upgrades allocation TAT; M-KOPA Values adherence (including Schedule Adherence)
Industry & Context.
Problem-solving skills for troubleshooting customer issues
What They're Looking For.
Must Have
BPO industry or call center industry experience, Customer service skills and proven ability to build relationships, 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
What You'll Do.
Upgrading existing customers on the system efficiently
Allocating phones to customers within agreed turnaround times (TAT)
Accessing NIRA portal to validate National IDs
Conducting KYC checks to confirm client eligibility
Screening delivery clients and ensuring UGX 15
000 commitment fee is paid before proceeding
Verifying customer readiness for upgrade delivery
Identifying suitable upgrade plans for customers
Creating new accounts in Dash system
Ensuring accurate client profiling
Purchasing serials and allocating devices on the system
Confirming correct device assignment to customers
Clearing old incentives from customer accounts
Uploading new incentives to client accounts
Ensuring all payable amounts are visible for collection
Ensuring answer rate standards are adhered to consistently
Resolving phone payment issues for customers
Guiding customers on how to navigate the M-KOPA App
Ensuring adherence to quality standards at all times
Offering first-call resolution (FCR) to customer issues
Addressing telesales product-related issues
Managing escalations to telesales outbound teams
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
How You'll Work.
Team & Collaboration
Working with talented teams in Customer Retention; Collaborative spirit
Communication Scope
Excellence in written communication for non-voice channels
Full Job Description
[https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] 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. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] 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. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] ABOUT US We foster a culture where operational excellence meets customer-centricity. Our team values accuracy, efficiency, and service that creates loyalty. You'll be empowered to manage the technical and commercial aspects of upgrades while meeting quality standards and sales targets, working in a fast-paced environment where your attention to detail and sales skills directly contribute to customer satisfaction and business growth across Uganda. At M-KOPA, our Upgrade Desk team isn't just processing transactions—we're enabling customers to access better technology, managing the systems that make upgrades possible, and ensuring every interaction reflects our commitment to upgr
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