Job Description

Microfinance Bank Customer Relationship Officers Job in Kenya 2019

Career Employment Customer Relationship Officers Nairobi Kenya May 2019 

Our client, a leading Microfinance Bank with presence in several counties in Kenya is seeking for:

Position: Customer Relationship Officers

Job Purpose: To ensure customer inquiries are handled in a timely and organized manner and that satisfaction and loyalty are maximized.

Main duties and responsibilities

• Ensure maximum security and confidentiality of customers’ documents.


• Receive and process all in-coming and out-going mails and documents


• Contact customers to build relationships and to achieve high retention levels among existing customers and respond to enquiries on accounts or operational matters


• Liaise with internal departments and provide instructions to concerned parties on account maintenance tasks


• Capture all queries (including verbal or written) on the bank’s query logging system.


• Resolve customers enquiries at the first instance by using systems and escalating issues to the supervisor when need arises per set Service Level Agreements.


• Provide adhoc reports, visibility on all call and email transactions made with clients.


• Answering and managing incoming calls.


• Perform services for customers such as ordering bank cards and cheques


• Cross-sell and market the Microfinance’s products and services to ensure increased customer base and increased value per customer.


• Ensure high standards of Customer Service are maintained


• Ensure 100% compliance to the Bank’s policies and Procedures.

Key qualifications and requirements

• Fresh graduates with a relevant degree from a recognized University


• Minimum of grade B-minus in KCSE


• Knowledge of customer service principles


• Excellent communication and interpersonal skills


• Accuracy and Attention to detail


• Warm demeanor and pleasant personality

How to Apply:

Suitable candidates to send CV and cover letter to jobs@careermanagementcentre.com by 6th May, 2019.

Kindly indicate on the subject line the position you are applying for e.g. ‘Application for Business Development Officer’

Career Management Centre is an equal opportunity Employer and does not discriminate the applicants on any basis.

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