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 entrepreneurs across East Africa. As the largest investor in refugee businesses, we have disbursed more than $6M in capital to more than 3000 clients. This affordable finance for Inkomoko entrepreneurs helps them grow their businesses, create jobs, and improve their livelihoods. As we look forward, Inkomoko is developing new ways to engage communities to thrive. Creating meaningful market linkages, expanding to secondary cities, and advocating for economic inclusion, Inkomoko has added these community-based approaches to our enterprise development work. By 2030, Inkomoko will be in 8 countries, serving more than half a million small businesses, creating a positive impact for more than 7 million people across the Continent.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.