Customer Relations Officer (CRO - Kenya)
Tugende, Kenya
Job Description
Job Title: Customer Relations Officer
Department: Operations
Duty station: Any of our Kenya Branches.
Job opening: 19th March 2021
Deadline: Open
About Tugende
Tugende is a for-profit social enterprise providing asset and SME finance, leasing, insurance, and financial literacy to new customers, and consumer finance to qualified existing customers.
It was formally established in 2012 in Uganda and is a technology-enabled asset financier of income-generating assets for proven entrepreneurs, using a lease-to-own product to offer an affordable path to ownership of these assets. Tugende empowers customers unable to access formal credit and has financed over 35,000 customers.
About this job
The Tugende Customer Relation’s main purpose is to make applicants, customers and visitors feel welcome, cared for, and respected while having their needs addressed in an empathetic and professional manner. As the initial point of contact for most guests, the Customer Relations Officer is responsible for creating a great first impression of Tugende! You will also ensure that customers continue to have the best experience possible throughout their journey with Tugende.
Tugende’s mission is: Helping people help themselves. The Tugende Customer Relations Officer will be to make sure that our customers have the best experience possible throughout their journey with us so that they are in the best position to help themselves. In addition, when customers are happy with their experience, they are more likely to be better customers (e.g. repay better, be more kind to staff), come back for repeat business, and recommend Tugende to others. These outcomes help Tugende achieve its mission and grow as a business!
The job holder will be assigned to deliver on the following assignments
- Carry monthly Market Feedback Analysis and execute customer-facing surveys every quarter.
- Welcome customers who enter Tugende’s compound and help them meet their needs promptly, professionally, and with empathy.
- Resolve customer complaints directly or direct them to the relevant person and function.
- Attend to the toll-free line by explaining application procedures, answering questions, confirming prices, and receiving feedback.
- Record and track customer inquiries, requests, and complaints in the Customer Feedback log.
- Disseminate information about payment plans, promotions, etc to customers.
- Interview customers for success stories and encourage completed customers to come for new leases.
- Identify areas for improvement in customers' experience with Tugende, and propose and implement solutions.
Requirements
Preferred Skills, Knowledge amp; Abilities
- Excellent communication, presentation skills, and professionally presentable.
- Exhibit a passion for customers, and provide excellent customer service and empathy for our customers.
- Ability to work under pressure in a fast-paced environment and willing to work in rural areas in the different regions of Kenya.
- Adopt and champion the values that Tugende stands for Integrity, Empathy, Teamwork, Solutions-Oriented, and Always growing.
- Ability and willingness to learn to ride a motorcycle.
- Computer literate with the ability to comfortably use MS Office and GSuites. Have at least 35 Words Per Minute.
- High level of professionalism and integrity, with good moral character.
- Ability to work under minimum supervision with resilience and a ‘can do’ attitude.
- Fluent in Kiswahili and at least 2 key local languages of Kenya.
- Computer literate with the ability to use MS Office and Google Suite.
- Good customer service skills to deal sensitively with customers.
Preferred qualifications and experience
- A minimum of a diploma in a business-related field from a recognized institution of learning.
- At least 1 year of work experience serving as Customer Relation Officer from a reputable organization.
- Only Kenyan Nationals are encouraged to apply for this position.
Benefits
What will you gain?
Career Trajectory: This is a role with significant leadership potential to grow as the company operations grow. Someone who does this job can be promoted to; Senior Customer Relations Officer, Customer Relations Team Leader, Customer Relations Coordinator, Deputy Branch Leader, Junior Branch Leader, Branch Leader, Senior Branch Leader, with a possibility of crossing to other operations and other departments’ functions.
Meaningful Work: