Inbound Telesales Representative

Job Description

Responsibilities

• Customer Upgrades & Allocation:
• Upgrading existing customers on the system efficiently helping them access better products as they complete their payment journeys
• Allocating phones to customers within agreed turnaround times (TAT), ensuring they get their devices quickly
• Answer Rate Excellence:
• Ensuring answer rate standards are consistently met—being there when customers need you
• Problem-Solving & Support:
• Resolving phone payment issues for customers with patience and clarity
• Guiding customers on how to navigate the M-KOPA App—empowering them to self-serve in the future
• Quality & First-Call Resolution:
• Maintaining adherence to quality standards at all times—every interaction reflects M-KOPA's values
• Offering first-call resolution (FCR) to customer issues—solving problems completely, not partially
• Task Queue & Escalation Management:
• Addressing telesales product-related issues through the Task Manager Queue
• Managing escalations to telesales outbound teams when needed
• Inbound Selling with Purpose:
• Pitching current M-KOPA products to both existing and new interested customers—matching products to real needs, not just pushing sales
• Advising customers on how to access cash loans through the M-KOPA App—opening doors to financial flexibility
• 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)
• Experience & Background:
• BPO industry or call center industry experience—you understand the pace and demands of inbound customer service
• Customer service skills and proven ability to build relationships—you genuinely enjoy helping people
• Sound knowledge of sales processes coupled with a track record in a sales role—you can sell without feeling pushy
• Personal Attributes:
• Strong empathy and ability to understand customer needs—you listen first, then solve
• Result-oriented mindset and self-driven approach—you take ownership of your targets
• Team player mentality with collaborative spirit—you celebrate wins together and support colleagues
• Ability to multi-task effectively in a fast-paced environment—you stay calm when it's busy
• Resilience and positive attitude—you bounce back from difficult calls and stay motivated
• Skills & Capabilities:
• Excellent communication skills in English and local languages (Luganda proficiency is a strong advantage)
• Comfort with technology systems and learning new platforms—you're not intimidated by tools like Freshdesk or CRM systems
• Problem-solving skills with ability to think on your feet
• Active listening skills—you hear what customers are really saying, not just what they're asking

Benefits

• What We Offer::
• Competitive compensation with performance-based incentives tied to your success
• Career growth opportunities in one of Africa's fastest-growing fintechs—many of our team leaders started as agents
• Meaningful work where you make a genuine difference in people's lives daily
• Supportive team environment with ongoing coaching and development
• Modern workplace with the tools and systems you need to succeed