Telesales Representative – Upgrade Desk (Inbound)

About the role

We are seeking a Telesales Representative for our Upgrade Desk (Inbound) to manage phone upgrades, allocate devices and sell add‑on products through non‑voice channels. You will be the key point of contact for customers in Uganda, ensuring a smooth upgrade journey from verification to delivery.

Key responsibilities

• Verify customer identity using NIRA portal and conduct KYC checks.
• Screen upgrade requests, confirm payment of the UGX 15,000 commitment fee and allocate phones within agreed turnaround times.
• Create new accounts in the Dash system, select appropriate upgrade plans and manage device serials.
• Handle incentive management – clear old incentives, upload new ones and ensure payable amounts are visible.
• Maintain answer‑rate standards, provide first‑call resolution and troubleshoot basic payment issues.
• Manage inbound telesales queue, address product‑related queries and coordinate escalations with outbound teams.

Required profile

• Strong attention to detail and ability to follow quality standards.
• Excellent communication skills for non‑voice interactions.
• Ability to work in a fast‑paced environment and meet sales targets.
• Experience with customer verification and KYC processes is a plus.

Required skills

• Proficiency with Freshdesk or similar ticketing systems.
• Familiarity with CRM platforms (e.g., Dash system).
• Basic troubleshooting of mobile payment issues.
• Ability to navigate the NIRA portal for ID validation.