Sales Administrator Job
Work Hours: Full-time, 08 hours per day
Salary:
Attractive
Job Deadline: 10 June 2026
Number of Jobs: 01
Hiring Entity: MKOPA Uganda
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| MKOPA Uganda |
Location: In Uganda
Job Details:
Job Summary: We are looking for a Sales Administrator – Customer Onboarding & Retention to own the customer journey from Day 5 to Day 90, ensuring no new M-KOPA customer falls through the gap between activation and successful payment patterns.
Key Duties and Responsibilities:
In this role, you would be responsible for:
- Customer Follow-Up & Education (Days 5–90)
- Calling every new customer at structured touchpoints: Day 5, 10, 15, 30, and 90—confirming device is working, walking through the payment process, and answering questions
- Delivering scripted customer education sessions at Day 10, 15, and 30 milestones, covering device usage, repayment schedules, and what to do if they face difficulties
- Identifying and flagging early distress signals—payment hesitation, confusion, silence, or complaints—before they become defaults
- Tracking and reporting weekly on customers educated, passwords reset, cancellations, unable-to-pay cases, lost or stolen devices, and forgotten passwords
Agent & DSR Accountability
- Holding DSRs accountable for unresolved customer issues beyond Day 5—following up, escalating, and closing gaps
- Conducting structured follow-up with non-engaging agents; surfacing patterns of poor customer handover
- Liaising daily with Cluster Leaders, Regional Managers, Trainers, Collection Agents, and the Contact Centre to resolve field quality gaps
- Escalating repeat issues to the Sales Admin Lead and Head of Sales with evidence and recommendations
KYC Integrity & Compliance
- Auditing new customer KYC records within 48 hours of activation—flagging missing, incomplete, or incorrect documentation
- Updating and correcting customer KYC details in the system promptly and accurately
- Chasing DSRs and agents for outstanding documentation and escalating anomalies immediately to Credit & Fraud
- Sharing field KYC quality feedback back to DSRs and team leaders to improve first-time accuracy
Device Repair & Recovery
- Monitoring all devices sent through retail channels for repair—tracking resolution within SLA and escalating anything stuck beyond 7 days
- Working with Field Collection Agents to support device recovery for customers who have failed to pay
- Maintaining a live device tracker and reporting weekly on devices in repair, recovered, and written off
Stakeholder Liaison & Quality of Service
- Acting as the central coordination point between field staff, trainers, the Contact Centre, Cluster Leaders, Regional Managers, Credit, and Fraud teams on quality of service gaps
- Surfacing and documenting field insights that affect customer repayment and sharing them upward in structured reports
Reporting
- Publishing weekly reports to the Sales Admin Lead covering: customers educated by cohort, Day 10/30/90 payment rates, KYC completion rate, device repair/recovery pipeline, and escalations raised
- Using data to track what’s working and what isn’t across assigned customer cohorts—no stone left unturned
Qualifications, Skills and Experience:
- Diploma or Bachelor’s degree in Business Administration, Marketing, Social Sciences, or a related field
- 1–2 years’ experience in sales support, customer service, field operations, or a similar role (Outstanding fresh graduates with demonstrable drive will be considered)
- Fluency in English and Luganda (or the dominant local language of your assigned cluster)—both written and spoken
- Experience with CRM systems or customer tracking tools is an advantage
- Prior exposure to M-KOPA’s products, PayGo financing models, or similar FinTech environments is a plus
Core Skills
- Persistent follow-through—you don’t let tasks go cold; customers, agents, and issues are tracked until resolved
- Structured communication—clear, concise, and action-oriented whether on the phone, on WhatsApp, or in a report
- Active listening—you hear what customers and agents aren’t saying directly, and you probe accordingly
- Organization and prioritization—you manage multiple customer cohorts, agent follow-ups, and reports simultaneously without dropping the ball
- Data literacy—comfortable with Excel or Google Sheets; able to build and maintain trackers, spot trends, and present findings simply
People & Stakeholder Skills
- Interpersonal skills that build trust with customers, DSRs, agents, and internal teams across functions
- Ability to hold people accountable without being confrontational—firm, fair, and focused on outcomes
- Comfort navigating a matrixed environment—you work across Credit, Fraud, Contact Centre, Retail, and Field teams and know how to get things done across functions
Customer-Facing Skills
- Empathy and patience—many of our customers are first-time smartphone and credit users; you meet them where they are
- Ability to explain financial and technical concepts simply and in the customer’s language
- Early distress detection—you can read the signals of a customer who is likely to default before it shows up in the payment data
- Basic CRM or sales system navigation—experience with M-KOPA systems or similar platforms is an advantage
- Proficiency in Microsoft Excel or Google Sheets for tracker management and reporting
- WhatsApp Business and email communication at a professional standard
- Ability to learn M-KOPA’s internal tools, reporting dashboards, and escalation workflows quickly
Who You Are
- Mission-aligned—M-KOPA’s customers are real people making daily sacrifices to own a smartphone or solar device; you take that seriously and show up for them at every touchpoint
- Process-oriented—efficiency is your default mode; you build systems, not habits of improvisation
- Thrive under pressure and stay calm in the middle of the sales storm—you don’t need to be told twice
- Self-motivated with strong ownership mentality—you see problems and solve them
- Results-driven—you understand that your earnings are tied to outcomes and you’re excited by that accountability
Application procedure
All suitably qualified and Interested applicants should apply online at the link below.
NB: Only shortlisted candidates will be contacted.
Posting Date: 2026-06-01
