Customer Service Officer at Incredo Finance

Incredo is a non-deposit taking microfinance institution registered as a private limited company incorporated in 2014 with its Head Office located in Thika Town. Since its inception, Incredo has grown to become one of the fastest-growing MFI, addressing the gaps that exist in the provision of affordable and accessible financial solutions to its target market that spews from MSMEs, SMEs, Agribusiness, transport sector, salaried employees both from the informal and formal sectors of our economy. Customer Service Officer at Incredo Finance

Duties and responsibilities:

Ensure provision of quality service to customers (Champion excellent client experience).
Handling various routine inquiries received by phone and emails from internal and external stakeholders (Telephone Management).
Directing enquiry to relevant officers and ensuring client feedback is conducted timely and efficiently.
Assist clients/members with completing documentation as may be required.
Receiving walk in clients.
Manage, maintain and update Client’s data/Office records.
Following up on clients to constantly ensure Incredo meets service standards (Client service Charter, and conducting client survey/NPI to gauge satisfaction levels etc.)
Responding to clients enquiries through phone calls, messages and emails
Doing weekly, monthly and annual reports to the Supervisor regarding customer service.
Recommend potential products or services to management by collecting customer information and analyzing customer needs.
Register, handle complaints to provide appropriate solutions and alternatives within the time limits, and follow up to ensure the resolution, and escalate to relevant departments for action.
Keep records of customer interactions, process customer accounts, and file documents.

Academic qualification

Diploma in Customer Service or Business Administration or Public Relations, Marketing or Communication or Front Office Operations.
Over 3 years’ experience.