Customer Service Assistant – Asset finance job at NCBA Group
To deliver exceptional business performance by providing operations support and excellent customer service to clients.
Key Accountabilities (Duties and Responsibilities)
Financial 8%
Introduce new business tothebankthroughcross selling Ensure no income leakage by collecting the necessary bank charges
Internal business processes 62%
• Ensure that all hard copy documents received are attached in IBPS and application progressed within the required timelines.
• Ensure that instructions received on email with regards to customers’ applications are immediately attached on the application and progressed.
• Ensure that document pending and rescan queues are well managed ensuring that items are resolved within 30 Days.
• Ensure that monthly archival of any physical customer documents is adhered to alongside a proper filing system. Ensure completeness of applications, KYC verification and thorough searches are done for all applications under review.
• Ensure CRB and other relevant checks are done and documented for all applications
• Zero tolerance to data capture errors, Searches errors, or failure to input all mandatory fields resulting to send backs
• Achieve set turnaround time to ensure customers and dealers are satisfied. The overall TAT target for initiation phase is 0.1 days.
• Ensuring effective management and requisition of customer service to clients.
Customer 25%
• Update customers, dealers & RMs on the pending documents for each application on the same day.
• Ensure that there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA Values
• Deliver Exceptional customer service to all stakeholders.
Learning and growth 5%
• Achieve at least 40 hours of learning/training through E-learning, Internal & External training activities.
• Ensure compliance with the leave policy on block leave and minimum carry over.
• Maintain own high performance.
• Own up-to-date and action based competency assessments and development plans for self
The customer team at M-KOPA is responsible for ensuring that M-KOPA delivers maximum value to its customers. As Customer Insights Regional Lead, you will be responsible for leading a range of customer insights projects in one of M-KOPA’s regions of operations (East Africa or West Africa). Your team will capture the voice of our customers and agents by unearthing customer issues and needs. Your insights will inform business improvement opportunities and innovation. This position will report to the Customer Insights Manager.
You will also need to travel as needed to other markets of operations to engage with our customers, agents, and in-country teams.
To achieve this, you’ll be expected to:
• Identify ideal methodology for, plan, and execute a range of activities such as surveys, focus groups, observational studies, desk research, and interviews
• Develop questionnaires, facilitation guides, and tactical plans
• Oversee the completion of projects via desk, phone, or in-field activities
• Apply quality control checks to ensure high quality of methods used and information collected
• Analyze quantitative and qualitative data collected
• Produce research reports that clearly and compellingly summarize results, draw insights, and make data-driven recommendations
• Oversee a team of research associates to deliver high-quality results and develop professionally through coaching, mentoring and shared learning
• Examples of areas you might lead: Analyzing the customer lifecycle / key journeys and providing a view of how we deliver on our customer principles; directing research to understand what information customers are interested in seeing when requesting a cash loan and why; leading quantitative analysis and field research to segment sales agent personas; and implementing research to understand digital skills gap by customers and using insights to design training pathways that empower productivity
You Might Be A Good Fit If You:
• Are passionate about our mission of making everyday essentials accessible to everyone
• Are excited to be a champion for our customers in everything you do
• Have 2+ years of work experience in market research, industry research, analytics, product management, or comparable roles
• Love figuring out how to ask the right questions and structure analysis to achieve a desired insight
• Are confident analyzing, interpreting, and storytelling with data
• Can manage team members to deliver high-quality research outputs and to grow professionally
• Are a collaborator and have low ego
• Love fast-moving environments with a sense of urgency to get the job done
• Have a bachelor’s degree or equivalent experience
Client Service Executive: Paper work - Drawing up contracts and SOWs for projects won in the region.
Running SFDC/CRM Platform; Answers to client queries and collaborates with production to get data from distributors in time; Provides training in databases (IMS dataview tool) and assist with pricing products. Assists finance with DSO follow ups for the Region, and also payments of Freelancers once projects are completed; handles Admin roles as and when required.
Supplier Data Relations - to meet the expanding business requirements of New partnerships with Distributors for East Africa region being Uganda, Ethiopia, Sudan and Tanzania, Follow through the ongoing process of onboarding Uganda, Sudan and Ethiopia Distributors which will enrich our Data sets and attract more revenue for Information Business
Moko Home + Living is bringing modern furniture designs and world-class customer service to every Kenyan family. Our customers dream of a welcoming place to sleep, relax, and host their guests, but they tell us this isn’t easy – they either have to break the bank or settle for low-quality furniture. Join us in building the products, the brand, and the operations, to put quality, affordable living within everyone’s reach. Since our founding, we have reached over 2500,000 Kenyan homes with our products, attracted global investment, and grown from a start-up to a growth-stage company with 350+ employees
What You’ll Do
The ideal Customer experience agent is a detail-oriented person who has a passion for engaging customers and telling the Moko story. They care about giving the customer the best experience, putting a smile on their face and sparks in their eyes and creating a deep and lasting connection. They are self-motivated and keen to learn on the job. They enjoy taking on a variety of tasks from running customer care programs to running market research surveys. They like to find solutions to problems and think of ideas to improve the customer’s experience and they strive to achieve the best possible outcome.
The Role In Brief
Customer care and support
• Receive all inbound calls and offer support to customers questions and queries
• Coordinate with the “Dreamliner” delivery team to arrange home deliveries to customers
• Ensure that payments are collected and logged in our system
• Assist customers in case of queries such as replacement of the product or assistance with product guarantee
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Maintain communication with customers through various channels i.e. WhatsApp, Phone calls, Messages
• Communicating and coordinating with colleagues as necessary
Moko Care
• Manage the Moko care program by giving customers a remarkable experience worth talking about
• Reach out to customers and leads to create deep and lasting relationships
• Source for gift items and coordinate delivery and other logistics of the Moko Care program
• Work with suppliers and service providers to ensure customers and leads receive gifts
• Meet the monthly customer reach target
• Acknowledging and resolving customer complaints
• Ensure customer satisfaction
• Provide feedback to enable us to learn and improve the Moko Care program
• Using customer insight propose new ideas on how to improve the Moko Care program
Lead Nurturing
• Follow up on leads to coordinate when orders can be placed and delivered
• Keep an up to date record of leads and customers generated from online conversations and manage the inbound customer system by keeping a record of customer transactions, interactions, comments and complaints.
• Propose new ideas about ways to engage our customers online and offline with our brand and suggest improvements about customer engagement system.
• Meet sales targets and call handling quotas
Support Market Research
• Collect testimonials from customers and provide any insightful feedback to management to develop our products and our brand
• Conduct market research and customers’ insights collections (both online and offline) through surveys or 1:1 interviews
• Summarize data collected from market research and offer recommendations
Are You Our Dream Candidate?
• A preference for 1-2 years’ experience in a role with customer relations responsibilities
• Extremely strong interpersonal skills and outgoing personality
• An enthusiastic individual with outstanding problem solving skills to assist customers in their purchase and after sales journey
• Detail oriented person with the ability to seamlessly plan, coordinate and execute projects
• Ability to analyze data and proactively identify and address issues with customer accounts
• An initiative taker who enjoys working independently once you receive clear directions from the manager
• Proficient with Microsoft Word and Excel
• Proficient with customer relations management systems
• Eager to join a young, quickly-growing organization and
Deadline of this Job: 29 July 2022
JOB DETAILS: To deliver exceptional business performance by providing operations support and excellent customer service to clients.
Key Accountabilities (Duties and Responsibilities)
Financial 8%
Introduce new business tothebankthroughcross selling Ensure no income leakage by collecting the necessary bank charges
Internal business processes 62%
• Ensure that all hard copy documents received are attached in IBPS and application progressed within the required timelines.
• Ensure that instructions received on email with regards to customers’ applications are immediately attached on the application and progressed.
• Ensure that document pending and rescan queues are well managed ensuring that items are resolved within 30 Days.
• Ensure that monthly archival of any physical customer documents is adhered to alongside a proper filing system. Ensure completeness of applications, KYC verification and thorough searches are done for all applications under review.
• Ensure CRB and other relevant checks are done and documented for all applications
• Zero tolerance to data capture errors, Searches errors, or failure to input all mandatory fields resulting to send backs
• Achieve set turnaround time to ensure customers and dealers are satisfied. The overall TAT target for initiation phase is 0.1 days.
• Ensuring effective management and requisition of customer service to clients.
Customer 25%
• Update customers, dealers & RMs on the pending documents for each application on the same day.
• Ensure that there is a robust departmental internal customer satisfaction rating by ensuring the team lives the NCBA Values
• Deliver Exceptional customer service to all stakeholders.
Learning and growth 5%
• Achieve at least 40 hours of learning/training through E-learning, Internal & External training activities.
• Ensure compliance with the leave policy on block leave and minimum carry over.
• Maintain own high performance.
• Own up-to-date and action based competency assessments and development plans for self
Deadline of this Job: 03 August 2022
Job description The customer team at M-KOPA is responsible for ensuring that M-KOPA delivers maximum value to its customers. As Customer Insights Regional Lead, you will be responsible for leading a range of customer insights projects in one of M-KOPA’s regions of operations (East Africa or West Africa). Your team will capture the voice of our customers and agents by unearthing customer issues and needs. Your insights will inform business improvement opportunities and innovation. This position will report to the Customer Insights Manager.
You will also need to travel as needed to other markets of operations to engage with our customers, agents, and in-country teams.
To achieve this, you’ll be expected to:
• Identify ideal methodology for, plan, and execute a range of activities such as surveys, focus groups, observational studies, desk research, and interviews
• Develop questionnaires, facilitation guides, and tactical plans
• Oversee the completion of projects via desk, phone, or in-field activities
• Apply quality control checks to ensure high quality of methods used and information collected
• Analyze quantitative and qualitative data collected
• Produce research reports that clearly and compellingly summarize results, draw insights, and make data-driven recommendations
• Oversee a team of research associates to deliver high-quality results and develop professionally through coaching, mentoring and shared learning
• Examples of areas you might lead: Analyzing the customer lifecycle / key journeys and providing a view of how we deliver on our customer principles; directing research to understand what information customers are interested in seeing when requesting a cash loan and why; leading quantitative analysis and field research to segment sales agent personas; and implementing research to understand digital skills gap by customers and using insights to design training pathways that empower productivity
You Might Be A Good Fit If You:
• Are passionate about our mission of making everyday essentials accessible to everyone
• Are excited to be a champion for our customers in everything you do
• Have 2+ years of work experience in market research, industry research, analytics, product management, or comparable roles
• Love figuring out how to ask the right questions and structure analysis to achieve a desired insight
• Are confident analyzing, interpreting, and storytelling with data
• Can manage team members to deliver high-quality research outputs and to grow professionally
• Are a collaborator and have low ego
• Love fast-moving environments with a sense of urgency to get the job done
• Have a bachelor’s degree or equivalent experience
Deadline of this Job: 14 August 2022
JOB DESCRIPTION Client Service Executive: Paper work - Drawing up contracts and SOWs for projects won in the region.
Running SFDC/CRM Platform; Answers to client queries and collaborates with production to get data from distributors in time; Provides training in databases (IMS dataview tool) and assist with pricing products. Assists finance with DSO follow ups for the Region, and also payments of Freelancers once projects are completed; handles Admin roles as and when required.
Supplier Data Relations - to meet the expanding business requirements of New partnerships with Distributors for East Africa region being Uganda, Ethiopia, Sudan and Tanzania, Follow through the ongoing process of onboarding Uganda, Sudan and Ethiopia Distributors which will enrich our Data sets and attract more revenue for Information Business
Deadline of this Job: 02 August 2027
JOB DETAILS: Moko Home + Living is bringing modern furniture designs and world-class customer service to every Kenyan family. Our customers dream of a welcoming place to sleep, relax, and host their guests, but they tell us this isn’t easy – they either have to break the bank or settle for low-quality furniture. Join us in building the products, the brand, and the operations, to put quality, affordable living within everyone’s reach. Since our founding, we have reached over 2500,000 Kenyan homes with our products, attracted global investment, and grown from a start-up to a growth-stage company with 350+ employees
What You’ll Do
The ideal Customer experience agent is a detail-oriented person who has a passion for engaging customers and telling the Moko story. They care about giving the customer the best experience, putting a smile on their face and sparks in their eyes and creating a deep and lasting connection. They are self-motivated and keen to learn on the job. They enjoy taking on a variety of tasks from running customer care programs to running market research surveys. They like to find solutions to problems and think of ideas to improve the customer’s experience and they strive to achieve the best possible outcome.
The Role In Brief
Customer care and support
• Receive all inbound calls and offer support to customers questions and queries
• Coordinate with the “Dreamliner” delivery team to arrange home deliveries to customers
• Ensure that payments are collected and logged in our system
• Assist customers in case of queries such as replacement of the product or assistance with product guarantee
• Maintain a positive, empathetic and professional attitude toward customers at all times
• Maintain communication with customers through various channels i.e. WhatsApp, Phone calls, Messages
• Communicating and coordinating with colleagues as necessary
Moko Care
• Manage the Moko care program by giving customers a remarkable experience worth talking about
• Reach out to customers and leads to create deep and lasting relationships
• Source for gift items and coordinate delivery and other logistics of the Moko Care program
• Work with suppliers and service providers to ensure customers and leads receive gifts
• Meet the monthly customer reach target
• Acknowledging and resolving customer complaints
• Ensure customer satisfaction
• Provide feedback to enable us to learn and improve the Moko Care program
• Using customer insight propose new ideas on how to improve the Moko Care program
Lead Nurturing
• Follow up on leads to coordinate when orders can be placed and delivered
• Keep an up to date record of leads and customers generated from online conversations and manage the inbound customer system by keeping a record of customer transactions, interactions, comments and complaints.
• Propose new ideas about ways to engage our customers online and offline with our brand and suggest improvements about customer engagement system.
• Meet sales targets and call handling quotas
Support Market Research
• Collect testimonials from customers and provide any insightful feedback to management to develop our products and our brand
• Conduct market research and customers’ insights collections (both online and offline) through surveys or 1:1 interviews
• Summarize data collected from market research and offer recommendations
Are You Our Dream Candidate?
• A preference for 1-2 years’ experience in a role with customer relations responsibilities
• Extremely strong interpersonal skills and outgoing personality
• An enthusiastic individual with outstanding problem solving skills to assist customers in their purchase and after sales journey
• Detail oriented person with the ability to seamlessly plan, coordinate and execute projects
• Ability to analyze data and proactively identify and address issues with customer accounts
• An initiative taker who enjoys working independently once you receive clear directions from the manager
• Proficient with Microsoft Word and Excel
• Proficient with customer relations management systems
• Eager to join a young, quickly-growing organization and