Telesales Operations Associate

The Telesales Operations Associate is responsible for providing operational and administrative support to the Telesales Team, ensuring that all sales processes are completed efficiently and customers receive excellent service. This role is crucial in supporting sales fulfilment, coordinating with shop and delivery teams, and maintaining accurate records in line with M-KOPA’s standards.

M-KOPA is a leading provider of digital financial solutions, empowering customers through innovative technology and flexible payment options. As a Telesales Operations Associate, you will play a key role in supporting our mission to expand access to essential products and services. We offer a collaborative work environment, opportunities for professional growth, and a culture that values integrity, excellence, and customer satisfaction.

This is a hybrid role, you would be working from our office in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Telesales Team Lead.

Sales Support & Fulfilment

• Support telesales agents by ensuring all customer visits and sales are processed and closed promptly.

• Engage customers via CRM and phone to facilitate smooth handover and resolve outstanding requirements.

• Create and manage customer accounts, ensuring devices are unlocked and ready for collection.

• Confirm that all sales documentation and compliance steps are completed before handover.

• Track, follow up, and resolve pending, delayed, or escalated sales cases to ensure closure within agreed timelines.

Delivery & Operations Coordination

• Receive and process delivery requests from telesales agents, coordinating with Direct Sales Representatives (DSRs) and shop teams to ensure timely fulfilment.

• Monitor delivery progress and follow up on delayed or failed deliveries until resolved.

• Update CRM and internal systems with accurate delivery and fulfilment status.

Stock & Inventory Management

• Monitor stock levels across all shops and escalate shortages promptly to avoid sales disruption.

• Liaise with relevant teams to ensure availability of devices and accessories required for telesales orders.

Administrative & Team Support

• Carry out additional administrative or operational tasks as assigned by the Telesales Team Leader.

• Support the implementation of new sales processes, CRM updates, and operational improvements as required.

What You'll Need

• Bachelor’s degree in business administration, Sales, or a related field.

• 3 – 5 years' experience in telesales operations, sales administration, customer service, or operations support is an added advantage.

• Strong communication and interpersonal skills, with experience using CRM systems (e.g., FreshDesk, 3CX etc.).

• Excellent organizational and multitasking abilities, with high attention to detail and accuracy.

• Proactive team player with strong problem-solving skills and a customer-focused approach.

• Ability to work effectively in a fast-paced, target-driven environment.

• Proficiency in Microsoft Office Suite and familiarity with digital sales tools.
  

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.