Telesales Representative – Customer Retention
About this role
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WE ARE LOOKING FOR A TELESALES REPRESENTATIVE TO JOIN OUR CUSTOMER RETENTION TEAM AS WE SCALE UP AND DRIVE DIGITAL AND FINANCIAL INCLUSION ACROSS OUR MARKETS.
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Role Overview
As a Telesales Representative on our Customer Retention team, you'll be working with existing M-KOPA customers; people who already trust the brand; to introduce them to additional products that genuinely fit their lives. This isn't cold prospecting. It's warm, mission-driven selling where your performance directly shapes customer outcomes and company growth.
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ABOUT US
M-KOPA is a fintech built for financial inclusion across Africa — Kenya, Uganda, Nigeria, Ghana, and South Africa. We've connected over 7 million customers to affordable smartphones, solar energy, and financial products, unlocking more than $2 billion in credit for people who largely didn't have access before. 86% of our customers report an improved quality of life, and 55% are accessing financial services for the very first time. The work is real. The scale is real.
You will report directly to the Telesales Team Lead.
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WHAT MAKES THIS ROLE DIFFERENT
Most Telesales roles put you on the phone to move volume. Here, you're part of something more deliberate. Our customers aren't just numbers — 70% use M-KOPA products to generate income. When you upsell well, you're not just hitting a target; you're expanding someone's financial toolkit. That context changes how the work feels.
What You'll do
- Drive upsell and cross-sell campaigns to existing customers, hitting and exceeding conversion targets through strong call technique, active listening, and well-timed closes - Build and maintain customer relationships through each interaction — handling concerns, managing objections, and leaving customers better informed and more loyal than before - Meet daily and weekly productivity benchmarks (talk time, call handling, accuracy) while keeping detailed records and feeding insights back to your Team Lead