ABOUT THE OPPORTUNITY & RESPONSIBILITIES
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.
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
Requirements
WHO WE ARE LOOKING FOR
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
COMPETENCY
We are looking for someone who;
- Manages Diverse Relationships – Relates well to a wide variety of personalities, values differences, and communicates effectively across diverse communication styles, cultures, and backgrounds.
- Takes initiatives to Deliver – Thinks several months in advance, prioritizes objectives, implements reliably, and quickly identifies what will help or hinder goal accomplishment.
- Fluent in Technology – Uses technology effectively to work efficiently and achieve desired outcomes.
Benefits
WHAT YOU’LL GET
This role is a tremendous opportunity to work in a high-growth, mission-driven organization. Our compensation includes both a great culture and a competitive market-based package, including:
- Incredible company culture, including deep investment in your learning and growth, and a commitment to inclusion and diversity
- Opportunity to work with a talented, passionate, and committed team of professionals across the region
- Ability to make a significant social impact and contribute to economic growth
- Competitive salary, and potential KPI-based bonus
- Favorable policies like health insurance, staff savings program, parental leave, sabbatical program, and more.
