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
  

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