Telesales Representative - Inbound

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 with confidence and care.
• Identify and convert upsell opportunities naturally within every customer interaction, offering additional products and services that genuinely enhance the customer's M-KOPA experience.
• Provide device and app support when customers need it, troubleshooting issues and ensuring customers walk away from every call more empowered than when they called in.

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.
• The Honest Part
• 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 the future of M-KOPA as we grow together. Explore more at m-kopa.com .
• Important Notice
• M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
• M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for 'recruitment fees', 'processing fees', 'interview fees', or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
• Applications for this position will be reviewed on a rolling basis. Shortlisting and interviews will take place at any stage during the recruitment process. We reserve the right to close the vacancy early if a suitable candidate is selected before the advertised closing date.
• If your application is successful M-KOPA undertakes pre-employment background checks as part

Benefits

Additional Information

Our Customer Retention team is expanding and we are looking for a Telesales Representative - Inbound to join the team, as we scale up and drive digital and financial inclusion across our markets. About M-KOPA M-KOPA is a pan-African fintech redefining what financial inclusion looks like in practice. We've unlocked over $2 billion in credit, reached 7 million customers, and built a business where 55% of those customers are accessing financial services for the very first time. With 2,300+ employees operating across Kenya, Uganda, Nigeria, Ghana, and South Africa, we're in the middle of one of the most ambitious expansions in African fintech - and we're building the team to match. Role Overview Based in Lagos on a hybrid schedule and reporting to the Telesales Team Lead, the Telesales Representative - Inbound sits within M-KOPA's Customer Retention group. You'll be the voice customers hear when they're ready to grow - helping them upgrade devices, access new services, and make the most of their M-KOPA relationship. This is sales, retention, and customer success rolled into one. What Makes This Different Most Telesales roles are about moving units. This one is about moving lives. When an M-KOPA customer calls, they may be weighing a decision that genuinely changes their financial trajectory; a better phone, access to credit, a tool that helps them earn more. Your job isn't to close a sale. It's to help someone make a decision that's right for them, and trust that the impact speaks for itself.

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