The Position

Title: Telesales Representative
Level: Associate (Quota-carrying, performance-driven role)

Reporting to: Telesales Manager

Location: Nairobi, Kenya

Tenure: Temporary for 6 months

Description

As a  Telesales Representative, you will own the full telesales cycle – from first contact to closed sale. This is a quota-carrying role with clear targets and conversions, revenue and quality. You are expected to engage leads confidently, overcome objections, close sales efficiently and ensure high-quality submissions that convert to successful deliveries.

This role is for individuals who thrive in a fast-paced, performance-driven environment, are comfortable being measured, and are motivated by results.

Key Responsibilities

• Sales and Conversion
  • Own end-to-end telesales process – lead contact, to qualification to objection handling to close
  • Convert inbound and outbound leads into completed sales consistently
  • Meet and exceed defined monthly sales and conversion targets
  • Apply structured sales scripts while adapting to the customers’ needs and buying signals
  • Demonstrate strong closing instincts while maintaining ethical standards
• Customer and Product Education
  • Clearly explain device quality grades, warranties, pricing and instalment plans.
  • Educate customers on financing requirements and manage expectations upfront to reduce fallout
  • Balance customer experience with commercial outcomes to close deals effectively
• Pipeline and CRM discipline
  • Accurately capture and update customer data in the CRM in real time within the set SLAs.
  • Actively manage your pipeline, ensuring timely follow-ups and deal progression
  • Maintain clean credit-ready submissions to support approval and delivery success.
• Cross functional execution
  • Works closely with credit, logistics and CX teams to ensure smooth processing and delivery.
  • Proactively flag risks, delays or quality issues that may affect conversions or customer satisfaction.
  • Handle escalations professionally and escalate appropriately when required.

• Performance and Continuous Improvement
  • Track personal performance against targets
  • Identify patterns in objections, lead quality and drop offs and suggest improvements
  • Refine sales techniques based on feedback, data and outcomes.

Qualifications:

• At least 1 year of experience in telesales or customer service roles.
• Experience in the mobile device or technology sector is an added advantage.
• Strong communication and interpersonal skills.
• Proficiency in sales techniques and closing strategies.
• Familiarity with CRM tools for managing leads and tracking conversions.
• Ability to handle objections and rejections while maintaining a positive attitude.

Characteristics:

• High attention to detail and accuracy in customer data entry.
• Self-motivated and results-driven.
• Strong problem-solving abilities.
• Team player with a collaborative mindset.
• Ability to work in a fast-paced, dynamic environment.
• Able to handle complications and challenges with ease
• Excitement to get your ‘hands dirty’
• Sense of urgency and ownership

How we work at MoPhones

• We excel at collaboration, always placing company success over personal glory
• We disagree, then commit.  We understand the value of productive conflict.
• We don’t make excuses, and welcome regular honest feedback as key to growth
• We understand that achieving great things involves taking smart risks
• We believe that making mistakes is OK.
• We think ambitiously, and have a bias towards action
• We prioritise ruthlessly and celebrate ‘no’

About the role
We are looking for a results-oriented Credit Associate to assess creditworthiness, manage loan approvals, and drive strong repayment performance across our customer portfolio. This onsite role in Nairobi reports to the Director of Credit and Customer Experience and focuses on high-quality lending decisions, proactive follow-ups, and maintaining a healthy, growing book of business.

First 3 months focus

In the first 90 days, you will learn MoPhones’ credit policies, tools, and systems while consistently screening new loan applications and stabilising repayment performance across your assigned portfolio.

Key focus areas in the first three months:

• Review and assess daily loan applications for creditworthiness, including income, risk profile, and ability to repay.
• Support new customer account setup in CRM and finance systems, ensuring accurate data capture and documentation.
• Begin structured follow-ups on repayments for approved customers and align with the credit team on risk thresholds and limits.

Beyond 3 months focus

Beyond the first three months, the Credit Associate will focus on optimising portfolio quality, reducing delinquencies, and contributing to credit process improvements.

Focus areas after month three may include:

• Proactively manage a defined loan portfolio, including repayment tracking, escalation of risky cases, and negotiation of repayment plans.
• Identify credit trends, cohort risk patterns, and operational bottlenecks, and propose improvements to policies or workflows.
• Support the design and implementation of credit initiatives that balance growth with portfolio quality and customer experience.

Success Metrics (KPIs)

The Credit Associate will be measured against these success metrics:

• 90% customers paid >85% (FY26Q1 wk12)
• 90% customers paid >85% (FY26Q1 wk5)
• Courtesy Calls; 100% Attempt Rate, 95% reach rate in 5 days
• 100% of unreached customers have a closed action (i.e. partner/agent called customer, FCO visited customer)
• <5 minutes median onboarding call time

What we are looking for

• 2–3 years of experience in credit risk, lending, loan officer, or similar financing roles, with at least 2 years focused on credit assessment or collections.
• Proven experience with lending procedures, credit analysis, and using financial spreadsheets to evaluate customers.
• Strong analytical skills, sound judgment, and comfort making clear approval/rejection recommendations.
• Familiarity with CRM or lending systems and ability to maintain accurate, up-to-date loan and customer records.
• High ownership, reliability, and comfort working with targets and portfolio performance metrics.
• Degree in Credit Risk, Banking, Finance, Economics, or a related field.
• Alignment with MoPhones’ mission of expanding access to affordable technology across Africa.

What you will get from us

• Competitive salary benchmarked to the Nairobi startup and commercial market, aligned with your experience and impact.
• Performance-linked incentives tied to portfolio quality, repayment performance, and credit KPIs.
• Paid time off and public holiday benefits that support rest and sustainability.
• Group personal accident and medical coverage for your well-being and security.
• Learning and development support, including training in credit systems, risk analysis, and performance dashboards.
• The opportunity to build expertise in fintech lending, portfolio management, and data-driven credit decision-making.
• A mission-driven, high-ownership team shaping access to technology across Africa.
• Monthly connects and learning forums to build capability and shared performance culture.

Come make an impact with us

Join MoPhones and help build a more inclusive future of mobile access in Africa

MoPhones is committed to building a diverse, equitable, and inclusive team where every person can contribute, grow, and belong, regardless of their background, identity, or lived experience. The company actively welcomes candidates from underrepresented and historically excluded groups across gender, ethnicity, disability, age, religion, sexual orientation, and socio-economic background, and hires based on skills, potential, and shared commitment to the mission.
If you are excited about the role but do not meet every single requirement, you are strongly encouraged to apply; MoPhones knows that great teams are built by people with different paths and perspectives.

Accommodations can be provided throughout the recruitment process on request, because an inclusive candidate and employee experience is essential to how MoPhones operates.