Telesales Operations Associate at M-KOPA

About the job


We are looking for a Telesales Operations Associate to join our Telesales Team as we scale up and drive digital and financial inclusion across our markets.
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.
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.


Expertise

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.