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.
How To Apply