Client Relationship Officer - Kakuma

About the Opportunity

We are looking for a motivated and experienced Client Relationship Officer (CRO) to join our team. You will be responsible for managing and maintaining strong relationships with our customers. You will communicate with our customers in a professional and courteous manner, as well as resolve customer issues and complaints.  Specific responsibilities include:

Responsibilities

• The CRO will manage a portfolio of clients and ensure their needs are met in a timely and efficient manner. This includes responding to client inquiries, resolving issues, escalation and doing follow ups.
• Engage all of our clients on a regular basis, conduct interviews in order to  identify, address any client concerns or issues and ensure customer satisfaction
• Develop presentations for new clients to help them understand how the Inkomoko capital can help them.
• Update clients and customers on their portfolio activity and success
• Develop and implement  marketing strategies to grow the customer base
• Build a strong customer relationship management strategy to ensure customer satisfaction
• Manage and triage customer support ‘incidents’ and escalations
• Maintain a perfect understanding of Inkomoko service offering to provide accurate presentations.
• Monitor and analyze results and Implementing changes accordingly
• Lead on-site customer meetings and training
• Use of Customer Support tools, procedures, processes, and metrics
• Represent Inkomoko in the local business community and at conferences or other events
• The CRO will work collaboratively with other members of the investment team to ensure that clients receive the best possible service and investment advice.
• Maintain and organize client investment files.

Minimum Qualifications

The ideal candidate will fulfill the following requirements:

• Minimum of a Bachelor’s Degree in a related field
• A minimum of 4 years of experience in a client-facing role in financial institutions in Kenya
• Excellent communication skills, both verbal and written in English & Swahili. Local language is an added advantage.
• Understanding of micro-businesses, loans and savings products will be an addition.
• Must have excellent customer service skills to provide the best possible support and service to clients.
• Excellent computer skills, especially with MS Excel and Word
• Strong interpersonal skills.
• Strong presentation and organizational skills
• Ability to work well in a team environment and in a fast-paced environment
• Critical-thinker and problem-solver
• Shows perseverance, personal integrity, and critical thinking skills.