Ngao Credit Limited, a non-deposit taking Micro-Finance Institution (MFI), was incorporated as a Private Limited Company under the Companies Act (Cap 486) of the Laws of Kenya, on March 20, 2008 and commenced operations on July 1, 2009.

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.