Telesales Representative – Upgrade Support/Inbound at M-KOPA

Telesales Representative – Upgrade Support/Inbound at M-KOPA

Customer Upgrades & Device Allocation

• Upgrade existing customers via the internal system.
• Allocate phones to customers within the agreed turnaround time (TAT).
• Purchase serials and allocate devices accurately in the system.

Customer Verification & Screening

• Use the NIRA portal to validate National IDs and perform KYC checks.
• Screen upgrade delivery customers and ensure the commitment fee is paid before proceeding.

Account Setup & Plan Selection

• Identify suitable upgrade plans for customers.
• Create new customer accounts in Dash and ensure accurate profiling.

Sales & Inbound Product Support

• • Sell and allocate add-ons to customers.
  • Upsell existing M-KOPA products to inbound callers.
  • Guide customers on how to access cash loans via the M-KOPA App.

Troubleshooting & Quality Support

• Provide basic troubleshooting for phone payment issues and app navigation.
• Resolve issues at first contact (FCR) while maintaining quality standards.

Job recruitment services

Queue & Task Manager Oversight

• Manage the Telesales task queue and address product-related issues.
• Collaborate with outbound teams for issue escalation and resolution.

Incentive Management

• Clear old incentives and upload new ones to client accounts for accurate collection.

Performance Monitoring

• Maintain answer rate targets and adhere to call center performance standards.

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