Telesales Representative – Inbound at M-KOPA

About the job

• 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.

Role Overview

• Based in Lagos 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.