Telesales Representative – Inbound Voice

About Organisation: The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives. Job Summary: 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. Key Duties and Responsibilities: 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. Qualifications, Skills and Experience: 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 Visit Application Site Related Jobs New Project Volunteer posted 1 day ago. New Project Assistant posted 1 day ago. New Monitoring Evaluation and Learning Officer posted 1 day ago. New Relationship Manager – SME posted 1 day ago. New Relationship Manager – Institutional Banking posted 1 day ago. 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