Telesales Representative - Inbound
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
If the above is of interest to you, please apply.
Why M-KOPA?
At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility.
Join us in shaping the future of M-KOPA as we grow together. Explore more at m-kopa.com.
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
Important Notice
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’, or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.
If your application is successful M-KOPA undertakes pre-employment background checks as part of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.