Devimpact Institute is a research, capacity building and project management consultancy institute with its head offices in Nairobi, Kenya. We offer technical services to non-governmental organizations, government institutions, research institutions and the private sector. We provide training and technical services in the areas of Research, Monitoring and Evaluation, Data Management and Analysis, Project Management, GIS, Mobile Data Collection, Accounting, Finance, IT, Agriculture and Rural Development.

We are looking for a savvy Client Relations Officer who is willing to learn and grow to join our Client Experience and Communications Department.

As a Client Relations Officer, your focus is to cultivate positive and fulfilling experiences for customers in their interactions with the company's offerings, services and overall image through calls, chats, emails. The Client Relations Officer will assist in the following areas:

Communication

• Responding to clients’ registrations
• Updating and maintaining events in backlinking websites
• Act as a client advocate within the organization, representing their interests and providing feedback to internal teams. Collaborate with cross-functional teams to ensure client needs are met and exceeded.

Monitor Client Feedback

• Responding to phone and email inquiries\
• Implement established strategies to enhance and cultivate an exceptional customer experience
• Address client complaints or issues in a timely and effective manner. Escalate complex or high-priority issues to the appropriate internal teams for resolution.
• Act as a client advocate within the organization, representing their interests and providing feedback to internal teams. Collaborate with cross-functional teams to ensure client needs are met and exceeded.

Client Follow-Ups

• Preparing training documents i.e., quotations, invoices and receipts
• This includes following up with clients on their satisfaction with the company’s services to identify opportunities for upselling. Additionally, reminding clients on overdue payments, and working with the accounting department to ensure that all invoices are paid on time.
• Conducting client follow-up and closing sales
• Develop and implement retention strategies to ensure long-term client partnerships. Proactively engage with clients to understand their evolving needs and recommend solutions that align with their business objectives.

Conduct Research and Analyze Trends

• Identifying trends and insights, and establishing new growth strategies
• Evaluating opportunities / new target markets and conducting competitor analysis
• By continuously monitoring and evaluating industry trends, customer behavior and technology advancements and using the obtained information to recommend best practices on how to improve the customer experience

• Up to five (5) years’ relevant experience

• Excellent customer service skills and strong interpersonal skills
• Excellent written and oral communication abilities
• Ability to work accurately with close attention to detail; strong ability to scrutinize and examine
• Ability to take initiative and prioritize tasks; good time-management, multi-task, problem-prevention and problem-solving skills.
• Willingness to adapt to changing business needs
• Ability to identify and resolve issues proactively, applying critical thinking and analytical skills to find effective solutions.
• A deep understanding of customer needs and a strong commitment to delivering exceptional customer service
• Strong organizational and time management skills to prioritize workload, meet deadlines, and manage multiple client accounts simultaneously.

 If interested and meet the requisite qualifications please send your application before 16th December 2023 to [email protected] and please include the job title in the subject line.