Telesales Representative – Inbound

Job description

About this role

M-KOPA's Customer Retention team is expanding and is looking for a Telesales Representative – Inbound. M-KOPA is a pan-African fintech that has unlocked over $2 billion in credit and reached 7 million customers, 55% of whom are accessing financial services for the first time, with 2,300+ employees across Kenya, Uganda, Nigeria, Ghana and South Africa.

Responsibilities

• - Handle inbound customer upgrade and device requests end-to-end, verifying customer information, understanding their needs, and connecting them to the right products and plans.
• - Identify and convert upsell opportunities naturally within every customer interaction, offering additional products and services that enhance the customer's M-KOPA experience.
• - Provide device and app support when customers need it, troubleshooting issues and ensuring customers leave every call more empowered than when they called in.

Qualifications and requirements

• - Demonstrable experience in a call centre or customer service environment, with exposure to Sales or Telesales and a proven ability to build trust with customers quickly over the phone.
• - Strong communication skills and natural empathy; you know how to listen, how to guide, and how to turn a hesitant customer into a confident one.
• - Comfort with CRM systems and digital tools, or the demonstrated ability to pick them up fast — accuracy and documentation matter as much as the conversation itself.