Telesales Representative – Upgrade Support/Inbound

June 28, 2025
On-site
Urgent
Application ends: July 2, 2025
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Deadline date:
July 2, 2025

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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