Inbound Telesales Representative

We are currently hiring a Telesales Representative - Inbound Voice to be the trusted voice that helps Ugandan customers unlock life-changing products through M-KOPA.

This role offers the opportunity to make a direct impact on people's lives—every day. You won't just be answering calls; you'll be the person who helps a mother upgrade to a smartphone that connects her to opportunities, guides a small business owner through accessing a cash loan that grows their enterprise, and solves problems that matter to real people. You'll handle hundreds of meaningful conversations daily, upgrading customers to new devices, troubleshooting challenges, and introducing products that genuinely transform lives. You'll work with passionate telesales teams in a dynamic environment where your empathy, sales skills, and problem-solving directly contribute to expanding financial inclusion across Uganda.

About Us

We foster a culture where genuine care meets performance excellence. Our team values meaningful connections over rushed transactions, first-call resolution over passing problems along, and service that earns loyalty rather than just compliance. You'll be empowered to make decisions that delight customers while hitting ambitious targets, working in an environment where your voice matters—both to the customers you serve and the team you're part of.

At M-KOPA, our telesales team isn't just a call center—we're the human connection in a tech-enabled business, the voice that turns transactions into relationships, and the bridge that helps underbanked Ugandans access products previously out of reach.

Why This Role is Different:

Most call center jobs feel transactional. This one feels purposeful. You're not selling insurance people don't want or reading scripts that feel robotic. You're helping real customers—people who've trusted M-KOPA with their first smartphone, their first solar system, their first step toward financial inclusion. When you upgrade someone to a better device, you're not just hitting a KPI—you're giving them access to opportunities. When you solve a payment issue, you're not just closing a ticket—you're protecting an asset they're working hard to own. The work matters. The customers remember you. The impact is real.

In this role, you would be responsible for:

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)

This is an entry-level role (Job Band E1) based in Kampala, Uganda, with significant growth potential. If successful, you would be reporting to the Telesales Inbound Team Leader.

Your application should demonstrate:

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

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

What Success Looks Like:

In 3 months: You're confident handling calls independently, consistently meeting answer rate and quality standards, and starting to hit your sales targets.

In 6 months: You're a go-to person for complex issues, regularly exceeding targets, and helping newer team members learn the ropes.

In 12 months: You're being considered for team lead opportunities, recognized for exceptional performance, and contributing ideas tha