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
