Telesales Representative - Inbound

Telesales Representative - Inbound [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5ac97b31-49cd-4012-8bb0-5caf15e33c69/B25.png] 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. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/2c6957b4-39d2-40b3-8eb6-7e380a0c2f9c/B13.png] 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. [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/5e9f3448-2fed-4b66-b1ee-9474279a7947/B13.png] ABOUT US We foster a culture where sales excellence meets genuine care for customer needs. Our team values quality interactions, first-call resolution, and service that builds lasting relationships. You'll be empowered to make decisions that enhance customer satisfaction while meeting ambitious sales targets, working in a fast-paced environment where your performance directly contributes to expanding financial access across Africa. At M-KOPA, our telesales team isn't just a call center—we're the voice of M-KOPA and the bridge that connects customers to products that transform their lives. 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 [https://app.ashbyhq.com/api/images/user-content/1d985516-2a99-43c0-b591-957f5adaceb9/91d09efd-21ac-446d-b369-e0b2d6cfdc3a/image.png] 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. 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 If the above is of interest to you, please apply. WHY M-KOPA? At M-KOPA, we empower our people to own their careers through diverse development programs, coaching partnerships, and on-the-job training. We support individual journeys with family-friendly policies, prioritize well-being, and embrace flexibility. Join us in shaping ... (truncated, view full listing at source)