Telesales Representative – Upgrade Support/Inbound Job at M-Kopa

Telesales Representative – Upgrade Support/Inbound Job


Work Hours: Full-time, 08 hours per day

Salary: Attractive

Job Deadline: 30 July 2025

Number of Jobs: 01

Hiring Entity: M-Kopa


M-Kopa

Location:  In Uganda

Job Details:

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.

Application procedure

Interested in applying for this job? Click here to submit your application now

Posting Date: 2025-06-25

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