Telesales Representative – Inbound

Full Job Description

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 Accra, Ghana 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.

What You'll Do

• 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.

What You'll Need

• 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

This is a hybrid role with real daily targets. You'll be handling a high volume of inbound calls, managing multiple tasks at once, and expected to deliver results consistently — not just on good days. If you're someone who genuinely enjoys helping people and finds satisfaction in solving problems under pressure, this role will energise you. If you need heavy supervision to stay focused, it probably won't.

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.

Recognized four times by the Financial Times as one Africa's fastest growing companies (2022, 2023, 2024, 2025 and 2026), named on CNBC's World’s Top Fintech Companies 2025 & 2026 and by TIME100 Most influential companies in the world 2023 and 2024 , we've served over 10 million customers, unlocking $2 billion in cumulative credit for the everyday earners across Africa, in addition to over 10,000 e-bikes financed in Kenya.

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.

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