Telesales Representative – Upgrade Support/Inbound

Job Description

The successful candidate will support customers by handling upgrade requests, screening and allocating devices, selling add-ons, and resolving issues — all while delivering a great customer experience. This role combines sales, customer service, and operations to support M-KOPA’s goal of empowering customers through accessible technology and financial services.

Key Responsibilities

Customer Upgrades & Device Allocation

• Upgrade existing customers via the internal system.
• Allocate phones to customers within the agreed turnaround time (TAT).
• Purchase serials and allocate devices accurately in the system.

Customer Verification & Screening

• Use the NIRA portal to validate National IDs and perform KYC checks.
• Screen upgrade delivery customers and ensure the commitment fee is paid before proceeding.

Account Setup & Plan Selection

• Identify suitable upgrade plans for customers.
• Create new customer accounts in Dash and ensure accurate profiling.

Sales & Inbound Product Support

• Sell and allocate add-ons to customers.
• Upsell existing M-KOPA products to inbound callers.
• Guide customers on how to access cash loans via the M-KOPA App.

Troubleshooting & Quality Support

• Provide basic troubleshooting for phone payment issues and app navigation.
• Resolve issues at first contact (FCR) while maintaining quality standards.

Queue & Task Manager Oversight

• Manage the Telesales task queue and address product-related issues.
• Collaborate with outbound teams for issue escalation and resolution.

Incentive Management

• Clear old incentives and upload new ones to client accounts for accurate collection.

Performance Monitoring

• Maintain answer rate targets and adhere to call center performance standards.

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

Expertise

• Minimum of 1–2 years’ experience in a call center or BPO environment.
• Proven experience in sales or telesales, preferably in a target-driven setting.
• Strong customer service orientation with the ability to build rapport and trust.
• Excellent communication and problem-solving skills.
• Demonstrated empathy, patience, and attention to detail.
• Results-oriented, self-driven, and able to work independently.
• Strong team player with multitasking capabilities.
• Familiarity with CRM systems or mobile financial services is an added advantage.

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