(Telesales Agent) - Customer Acquisition & Conversion Specialist

OUR PITCH – WHO WE ARE

MoPhones is on a mission to empower Africans with high-quality, premium smartphones that do not break the bank. By combining a trusted online marketplace, local retail presence, and integrated financing, MoPhones makes renewed devices accessible, affordable, and better for the planet through circular, lower-waste models.

At MoPhones, everything we do is guided by three values: Authenticity, Ownership, and Focus.

• Authenticity – We build trust through honesty, transparency, and real care. From clear pricing and fair policies to dependable, renewed devices, we stand behind what we promise and treat every customer with dignity.

• Ownership – We take responsibility for outcomes. When customers choose MoPhones, they should never feel alone — we solve problems end-to-end, stand behind our products, and take pride in delivering excellent work.

• Focus – We prioritise what matters most: making high-quality smartphones accessible and affordable. We stay disciplined about simplicity, impact, and solutions that expand access to technology across our communities.

ABOUT THE ROLE

The Customer Acquisition & Conversion Specialist owns the full customer journey: from first enquiry through qualification, financing conversations, application completion, and payment confirmation, across voice and WhatsApp. This is a broader, more accountable role than a traditional telesales seat: you're not just making calls, you're managing a pipeline and closing it. 

The role works structured shift blocks aligned to when customers actually respond and is scored through the QA Framework and the stage-based commission model below.

KEY RESPONSIBILITIES

Customer Acquisition

• Conduct outbound calls to prospective customers from marketing, referral, and digital-channel leads.

• Qualify interest and purchasing readiness before pitching — per the Playbook's discovery step.

• Promote MoPhones' device range, financing options, and active promotions accurately.

Customer Engagement

• Respond to WhatsApp, phone, and digital enquiries within the SLA for that lead's priority tier (P1–P4).

• Build rapport and handle objections professionally, using the approved Objection Handling reference.

Sales Conversion

• Guide customers through financing terms, repayment plans, and application completion.

• Follow up consistently until conversion or a documented closure reason.

• Achieve monthly sales and revenue targets.

Documentation & Compliance

• Collect and verify KYC documentation only through MoPhones-approved channels — per the Device & Communication Policy.

• Maintain accurate, timestamped CRM records for every stage of a sale.

• Escalate suspicious or fraudulent applications immediately, per the Escalation Plan — never resolve them solo.

Pipeline Management

• Keep an organised, accurate CRM pipeline; prioritise using the P1–P4 Lead Prioritisation Framework, not personal judgement calls on which leads to chase.

• Hand off leads across shift boundaries cleanly — the commission model pays every stage you touch, so handoffs cost you nothing.

Customer Experience

• Deliver a consistent, professional standard across every interaction, in line with MoPhones' values.

• Resolve concerns promptly and represent the brand positively, including on the 48-hour return policy and MoCare.

FIRST 3 MONTHS FOCUS

• Pass product & pricing certification (90%+ score).

• Shadow live and recorded calls across all three shift blocks (Qualification, Engagement, Closing), then handle supervised calls.

• Master the Lead Conversion Playbook and the Lead Prioritisation Framework (P1–P4 SLAs).

• Navigate the CRM/dialler independently, including accurate pipeline-stage logging — this is what your commission is calculated from.

• Understand the QA Framework, the compliance confirmation line, and the Escalation Plan.

• Complete your first solo week with real-time coaching available.

BEYOND 3 MONTHS FOCUS

• Consistently meet or exceed pipeline and conversion targets within your shift's focus (qualification, nurture, or closing).

• Maintain a QA score of “Meets Standard” or above with zero auto-fail incidents.

• Contribute to your shift-team's collective target — your team bonus depends on the whole team clearing it, not just your own number.

• Flag pipeline, script, or process gaps back to your Sales Team Lead.

SUCCESS METRICS (KPIS)

Activity & Pipeline

• Contact rate and follow-up completion rate.

• Qualified leads generated and moved through the pipeline.

• Response time to new enquiries, against the P1–P4 SLA.

Quality & Compliance (QA Framework)

• QA score per the MoPhones Telesales QA Framework; zero auto-fail incidents.

• CRM data quality — accurate, timestamped stage logging (this drives your commission split, so accuracy directly affects your pay).

Business Outcomes

• Sales conversions, revenue generated, and application/payment-confirmation completion rate.

• Customer satisfaction (CSAT).

WHAT WE ARE LOOKING FOR

• 2+ years' experience in telesales, inside sales, customer acquisition, or retail sales; experience selling financial products, consumer electronics, or telecoms is an advantage.

• A diploma or degree in Business, Sales, Marketing, or a related field is preferred, but strong equivalent experience will be considered in place of formal qualifications — we don't want to screen out proven performers over a credential.

• Comfortable owning a pipeline end-to-end, not just making calls — you'll track leads through qualification, financing, and close.

• Strong spoken English and Kiswahili; confident handling objections and financing conversations.

• Working knowledge of CRM tools, WhatsApp Business, and basic Office/Workspace tools.

• Resilience, adaptability, and a default toward escalating compliance or fraud concerns rather than cutting a corner to hit a number.

• Available for shift-based scheduling, including rotating evening shifts aligned to customer demand.

WHAT YOU WILL GET

• A base salary plus a commission(this is focused on team targets, individual contribution to team targets, and credit performance).

• Comprehensive health insurance (confirm current coverage details).

• Structured onboarding, QA coaching, and a clear path toward Sales Team Lead if competency is shown

• A mission-driven, data-informed team built around ownership — of your pipeline, your development, and your number.

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.