About the Opportunity
We are looking for a motivated and experienced Client Relationship Officer (CRO) to join our team! You will be responsible for 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.
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
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
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.
What You’ll Get
This role is inside a high-growth, mission-driven social enterprise. By joining, you’ll access:
Competitive salary, and potential Goal-based bonus
Incredible company culture, including deep investment in your learning and growth
Diverse colleagues and policies that show our commitment to equity and inclusion
Talented, passionate, and committed team colleagues across the region
Ability to make a significant social impact to your community
Generous health insurance, staff savings, parental leave, sabbatical, and more benefits.
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