Customer Success Officer at Ngao Credit Limited

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 ) of the Laws of Kenya, on March 20, and commenced operations on July 1, .

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.