Customer Success Officer Job Description
Ngao Credit Limited, a non-deposit taking Micro-Finance Institution (MFI), was incorporated as a Private Limited Company under the Companies Act (Cap 486) of the Laws of Kenya, on March 20, 2008 and commenced operations on July 1, 2009.
- Company: Ngao Credit Limited
- Location: Kenya
- State: Nairobi
- Job type: Full-Time
- Job category: Customer Service Jobs in Kenya
About Job
- In this role, you’ll collect and analyze customer feedback from various touchpoints, handle escalated complaints from branches and departments, and perform CRM data audits to ensure data accuracy.
- You’ll also compile detailed monthly CX reports for business reviews and proactively engage with clients to address their needs, fostering long-term relationships.
- Ideal candidates must have a degree/diploma, analytical skills, over 1 years of experience in customer experience roles, and proficiency in Microsoft Office and CRM systems. Apply now to be part of our dedicated team!
Skills
Analytical Skills
- Ability to analyse loan processes, identify inefficiencies, and develop improvement strategies.
Data Management
- Proficiency in handling and interpreting large datasets, CRM, Bantu, Valuation Systems
Project Management
- Experience in managing projects from inception to completion, ensuring timely delivery and quality. Communication
- Strong verbal and written communication skills for coordinating with different teams and stakeholders. Problem-Solving
- Ability to quickly identify problems and implement effective solutions.
Process Optimization
- Knowledge of process optimization methodologies like Lean, Six Sigma, or similar frameworks.
Technical Skills
- Familiarity with relevant software tools, databases, and possibly programming for process automation.
Regulatory Knowledge
- Understanding of compliance and regulatory requirements in the financial sector.
- Attention to Detail
- High level of accuracy and attention to detail in process documentation and execution.
- Customer Service Orientation
- Ability to improve customer satisfaction through efficient loan processing and service enhancements.