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Inkomoko’s vision is an Africa with thriving communities where young people and refugees are engaged, communities have access to relevant innovations for self-determination, and where African solutions are unleashed to solve African problems.
Founded in 2012, Inkomoko has provided business advisory and access to finance for thousands of entrepreneur...
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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About the Opportunity
Inkomoko in Kenya seeks highly talented, organized, and motivated Refugee staff to coordinate and work directly with entrepreneur clients in Garissa. The position holder will be based in Garissa and will report directly to the Senior Business Development Advisor with core responsibilities as follows:
Responsibilities
Business Consulting & Client Relationship Management (60% of time)
- Intake process of program entrepreneurs and conducting bi-weekly site visits to assess business needs and opportunities
- Generate cash flow statements and profitability analyses
- Provide informed, strategic, and realistic advice to help clients meet their objectives, or shift their objectives towards better sustainability/profitability
- Ongoing site visits to provide real-time advising to solve business changes and grow businesses
- Connect clients to other Inkomoko services, including training and access to finance
- Keep up-to-date the clients’ business information in an accurate manner in the system
- Serve as the lead through the enrolment process program entrepreneurs
- Serve as the financial literacy advisor to program entrepreneurs
Coordination and Administration (30% time)
- Develop a good relationship with all partners within Garissa
- Provide weekly and monthly reports on time
- Represent Inkomoko in market leaders forums and stakeholder meetings
- Work closely with the Senior Business Development Advisor to organize activities such as training logistics and delivery, refresher training, one on one consulting, focus group consulting, etc…
- Ensure high turn-up of program participants during training delivery sessions
- Assist Inkomoko staff with all communications matters
- Make sure activities are done in a timely manner
- Assist the M&E team with surveys and data collection in Garissa
- Provide administrative support as needed
- Coordinate all the logistics and organization of Inkomoko activities with community and partners
Communication (10% time)
- Make a follow-up to ensure all messages are sent to clients and confirm messages have been received
- Communicate program details to participants, as requested by Inkomoko
- Communicate about any challenge faced by participants during program implementation
- Perform any other duties as assigned.
Minimum Qualifications
We are looking for candidates who will navigate fast-paced and resource-constrained environments with enthusiasm, patience, a sense of humor, and imagination.
Understanding of business concepts (Finance, Operations, HR, marketing, Business ideation, cash flow management, human-centered design & Business Model Canvas) and be able to teach these concepts to adult learners in non-traditional settings
The ideal candidate will fulfill the following requirements:
- Should have a Bachelor's degree in Business Administration or any other relevant field
- Minimum of 2 years of work experience in relevant or applicable field
- Shows perseverance, personal integrity, and critical thinking skills
- Able to work under pressure
- Should be outgoing and Social, honest and professional
- Excellent communicator to audiences in Somali, Swahili and English.
- Must be based in Garissa full time and have access to a smart phone 24/7
- Experience in consulting, business planning, and providing business advice
- Strong financial and accounting skills familiarity with Kenya’s tax & financial policies
- Excellent computer skills, especially with MS Excel, Word and Google Drive
- Good written and oral communications skills
- Good presentation and report writing 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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