Inbound Telesales Representative

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)