Telesales Representative - Inbound Job at M-KOPA

M-KOPA

Telesales Representative - Inbound Job Post

Location: Jobs in Uganda 2025 - 2026

Work Hours: Full-time, 08 hours per day

Salary: UGX

No. of vacancies: 01

Deadline: March 19 2026

Hiring Organization: M-KOPA

Job Details:

Overview

Application

We are looking for a Telesales Representative - Inbound Voice to upgrade customers, screen and allocate phones, and sell add-on products to our growing customer base in Uganda.

This role offers the opportunity to be at the heart of M-KOPA's customer experience, handling inbound calls and helping customers access life-changing products. You'll process hundreds of customer interactions daily, upgrading existing customers to new devices, troubleshooting issues, and selling additional products that enhance their M-KOPA experience. You'll work with talented telesales teams who are passionate about delivering exceptional service.

About Us

We foster a culture where sales excellence meets genuine care for customer needs. Our team values quality interactions, first-call resolution, and service that builds lasting relationships. You'll be empowered to make decisions that enhance customer satisfaction while meeting ambitious sales targets, working in a fast-paced environment where your performance directly contributes to expanding financial access across Africa.

At M-KOPA, our telesales team isn't just a call center—we're the voice of M-KOPA and the bridge that connects customers to products that transform their lives.

In this role, you would be responsible for:

Customer Upgrades

Upgrading existing customers on the system efficiently
Allocating phones to customers within agreed turnaround times (TAT)

Answer Rate Management

Ensuring answer rate standards are consistently met

Basic Troubleshooting

Resolving phone payment issues for customers
Guiding customers on how to navigate the M-KOPA App

Quality Adherence

Maintaining adherence to quality standards at all times
Offering first-call resolution (FCR) to customer issues

Task Queue Management

Addressing telesales product-related issues through the Task Manager Queue
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

Key Deliverables:

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)

This is an entry-level role (Job Band E1) based in Kampala, Uganda. If successful, you would be reporting to the Telesales Inbound Team Leader.

Your application should demonstrate:

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
Excellent communication skills in English and local languages
Comfort with technology systems and learning new platforms