Telesales Representative – Upgrade Support/Inbound at M-KOPA: Jobs in Uganda

Jobs in Uganda: Telesales Representative – Upgrade Support/Inbound at M-KOPA

Job Title: Telesales Representative – Upgrade Support/Inbound Job Type: Full-Time Industry: Marketing and Sales Location: Kampala, Uganda Hiring Company: M-KOPA

Job Overview:

M-KOPA is looking for a results-driven Telesales Representative – Upgrade Support/Inbound to join our growing Customer Retention group in Kampala. This role supports the upgrade process for our customers while driving digital and financial inclusion across Uganda. You will be responsible for handling inbound calls, processing upgrade requests, verifying customer identity, troubleshooting issues, and promoting additional M-KOPA services — all while delivering excellent customer service.

Key Responsibilities:

1. Customer Upgrades & Device Allocation

• Upgrade eligible customers through internal systems.
• Allocate mobile phones and other devices to customers within the defined turnaround time (TAT).
• Purchase and allocate serial numbers accurately for each upgrade case.

2. Customer Verification & Screening

• Use the NIRA portal to validate National IDs and perform Know Your Customer (KYC) checks.
• Screen upgrade requests to ensure customers meet the requirements and have paid the commitment fee.

3. Account Setup & Plan Selection

• Assist customers in identifying the most suitable upgrade plan based on their needs.
• Create customer accounts in the Dash system with accurate information and profiling.

4. Sales & Inbound Product Support

• Sell and allocate product add-ons to customers.
• Upsell relevant M-KOPA products and services to inbound callers.
• Guide customers on how to access and use M-KOPA’s cash loan services through the mobile app.

5. Troubleshooting & First Contact Resolution (FCR)

• Provide basic troubleshooting support for common issues like payment errors and mobile app navigation.
• Resolve most customer queries on first contact, maintaining quality and satisfaction.

6. Queue & Task Management

• Monitor and respond to tasks in the Telesales task queue.
• Collaborate with outbound teams to escalate and resolve customer-related product issues.

7. Incentive Management

• Clear outdated incentives from customer accounts.
• Upload new incentives correctly to ensure proper collections and tracking.

8. Performance Monitoring

• Meet and maintain answer rate targets, ensuring high service levels are upheld.
• Comply with internal call center guidelines and KPIs.

Required Qualifications and Experience:

• 1–2 years of experience working in a call center, BPO, or customer-facing telesales role.
• Track record of meeting or exceeding sales targets in a high-volume environment.
• Experience in handling customer queries and resolving issues efficiently.

Core Competencies and Skills:

• Excellent verbal communication skills with the ability to engage and build rapport.
• Strong sales acumen and a customer-first mindset.
• Problem-solving skills with attention to detail and accuracy.
• Ability to work independently and collaboratively within a team.
• Empathy, patience, and professionalism when handling customer concerns.
• Time management and multitasking capabilities in a fast-paced environment.
• Familiarity with CRM tools, mobile apps, or mobile financial services is an added advantage.

Reporting Line:

This is an onsite role in Kampala, reporting directly to the Telesales Team Leader.

Why Join M-KOPA?

M-KOPA is a fast-growing fintech company driving digital and financial inclusion across Africa. With our pay-as-you-go model, we empower customers to access smartphones, solar products, and financial services affordably. Join a team that’s innovative, mission-driven, and committed to transforming lives through technology.

How to Apply:

If you are passionate about sales, customer service, and creating meaningful impact through accessible technology, we would love to hear from you. Submit your application through the official M-KOPA careers page or HR email with the subject line: “Telesales Representative – Upgrade Support/Inbound”. Include the following:

• Updated CV
• Cover letter tailored to this role
• Names and contacts of two professional referees

Application Deadline:

Open until filled. Early applications are encouraged.

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About M-KOPA:

M-KOPA is a connected asset financing platform that offers underbanked customers access to life-enhancing products and services, such as smartphones, solar kits, and cash loans. Since its founding, M-KOPA has empowered millions of customers across East and West Africa, enabling them to build credit histories and improve their lives through technology. We believe in doing well by doing good — and we’re always looking for passionate individuals to join our growing team.

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Tags: Jobs in Uganda, Telesales Jobs Uganda, Call Center Jobs Kampala, M-KOPA Careers, Inbound Sales Jobs, Customer Support Jobs Uganda, Tech Sales Jobs 2025