Full TimeENAfrica
This role offers the opportunity to be at the heart of M-KOPA's upgrade process, helping customers access better devices and additional products that enhance their lives. You'll manage the complete upgrade journey—from client verification and screening to device allocation and incentive management—ensuring every customer gets their new phone quickly and correctly. You'll work through multiple channels including Freshdesk, Escalation Channels, and the Telesales Platform, processing upgrades, troubleshooting issues, and selling products that genuinely improve customer experiences. Working with talented teams in Customer Retention, you'll be the expert who makes upgrades seamless and keeps customers engaged with M-KOPA.
We foster a culture where operational excellence meets customer-centricity. Our team values accuracy, efficiency, and service that creates loyalty. You'll be empowered to manage the technical and commercial aspects of upgrades while meeting quality standards and sales targets, working in a fast-paced environment where your attention to detail and sales skills directly contribute to customer satisfaction and business growth across Uganda.
At M-KOPA, our Upgrade Desk team isn't just processing transactions—we're enabling customers to access better technology, managing the systems that make upgrades possible, and ensuring every interaction reflects our commitment to upgrading lives.
Customer Upgrades
Upgrading existing customers on the system efficiently
Allocating phones to customers within agreed turnaround times (TAT)
Client Verification
Accessing NIRA portal to validate National IDs
Conducting KYC checks to confirm client eligibility
Upgrade Delivery Screening
Screening delivery clients and ensuring UGX 15,000 commitment fee is paid before proceeding
Verifying customer readiness for upgrade delivery
Account Setup & Plan Selection
Identifying suitable upgrade plans for customers
Creating new accounts in Dash system
Ensuring accurate client profiling
Device Allocation
Purchasing serials and allocating devices on the system
Confirming correct device assignment to customers
Incentive Management
Clearing old incentives from customer accounts
Uploading new incentives to client accounts
Ensuring all payable amounts are visible for collection
Answer Rate Management
Ensuring answer rate standards are adhered to consistently
Basic Troubleshooting
Resolving phone payment issues for customers
Guiding customers on how to navigate the M-KOPA App
Quality Adherence
Ensuring adherence to quality standards at all times
Offering first-call resolution (FCR) to customer issues
Telesales Task Manager Queue Management
Addressing telesales product-related issues
Managing escalations to telesales outbound teams
Inbound Selling
Pitching current M-KOPA products to both existing and new interested customers
Advising customers on how to access cash loans through the M-KOPA App
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. If successful, you would be reporting to the Telesales Inbound/Support Team Leader - Customer Retention.
BPO industry or call center industry experience
Customer service skills and proven ability to build relationships
Strong empathy and ability to understand customer needs
Result-oriented mindset and self-driven approach
Team player mentality with collaborative spirit
Ability to multi-task effectively in a fast-paced environment
Sound knowledge of sales processes coupled with an excellent track record in a sales role
Attention to detail for accurate account setup, device allocation, and verification processes
Comfort with technology systems including Dash, NIRA portal, and CRM platforms
Understanding of KYC processes and client verification
Problem-solving skills for troubleshooting customer issues
Ability to manage incentives and ensure account accuracy
Excellence in written communication for non-voice channels
Organizational skills to manage multiple upgrade requests simultaneously
If the above is of interest to you, please apply.
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.
Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024 and 2025) and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 6 million customers, unlocking $1.5 billion in cumulative credit for the unbanked across Africa.
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 explicitly prohibits the use of Forced or Child Labour and respects the rights of its employees to agree to terms and conditions of employment voluntarily, without coercion, and freely terminate their employment on appropriate notice. M-KOPA shall ensure that its Employees are of legal working age and shall comply with local laws for youth employment or student work, such as internships or apprenticeships.
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 of its recruitment process, these include; criminal records, identification verification, academic qualifications, employment dates and employer references.
