Client Relationship Officer

Inkomoko supports entrepreneurs to grow their businesses in order to improve livelihoods, create jobs, and help communities thrive.  

Founded in 2012, Inkomoko has worked with more than 60,000 entrepreneurs across East Africa, including thousands of refugee entrepreneurs. Inkomoko provides a combination of training, consulting, access to finance, and market-level systems change.  We are the largest lender to refugee entrepreneurs in Africa.  

Inkomoko has +390 staff in 30 offices across Rwanda, Kenya, Ethiopia, and South Sudan. Through Inkomoko’s 2030 strategic plan, we are adding 4 additional countries to improve the lives of more than 7.6M people by serving more than 550,000 entrepreneurs and investing $150M into refugee & host communities across Africa.

Company Values

All staff at Inkomoko are connected to a shared set of organizational values:

• Purpose: be solutions-oriented, produce high-quality work, be a global leader.
• Achievement: push yourself to reach beyond what you previously thought possible. 
• Improvement: be humble, engage in continuous growth through open & accurate feedback.
• Bravery: willing to take risks, create a safe space for others, be compassionate, inclusive.
• We Eat Goat: we celebrate success and support each other in hard times. We do this work together in the spirit of turikumwe, tuko pamoja, abren nen, urang babarengan.

Inkomoko reflects the communities we serve.  Displaced persons and women are strongly encouraged to apply.  

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.

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.

If you’re excited about this role, please submit your cover letter and CV through the application portal. 

Inkomoko is committed to Justice, Diversity, Equity and Inclusion. As a company we have policies that ensure fair treatment in the application process.

NB: Only shortlisted candidates will be contacted. We do not employ staff whose background is not suitable. 

All offers of employment will be subject to satisfactory references and background screening checks. Inkomoko also participates in the Inter Agency Misconduct Disclosure Scheme, In line with this Scheme, we will request information from job applicants’ previous employers about any findings of sexual misconduct, fraud, or abuse. By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures