Support Advisor Job in Nairobi, Kenya - NGO

Our client is a not-for-profit organisation with the vision to create thriving African economies. The organization works with Corporates and SMES to create linkages and business opportunities for growth and entrepreneurship.   

The partnership with both private and public sector companies is aimed at effectively identifying and tackling the challenges of doing business in Africa, delivering more impactful and cost-efficient solutions. They do this by creating sustainable cross-sector partnerships, empowering local enterprise, championing private sector-led growth and simplifying doing business in Africa. 

The organisation is seeking for a qualified, self-driven, innovative, and energetic professional to be part of its great team in the following position:

Job title: Support Advisor

Location: Nairobi, Kenya

Reporting to: Africa Manager

Job summary and overview: The overall purpose of the role will be to on-board, support and process fee payments from clients and providing business information. They will also assess, validate, update and maintain customer data in accordance with defined criteria, processes and timescales.

Key Responsibilities

  • Manage customer applications and renewals in accordance with defined criteria, processes, procedures, priorities and timescales
  • Provide accurate and clear information to new customers, explaining the benefits and processes involved
  • Provide first-line support to existing customers including updates on registration status, process and IT issues, concerns and complaints
  • Assess, validate and quality check customer data being submitted online in accordance with defined criteria, processes, procedures, priorities and timescales
  • Ensure that customer data sourced from appropriate authorities is adequately validated against key defined requirements and criteria sets
  • Update and maintain customer details and account records in accordance with defined processes
  • Be accountable for the quality and integrity of customer data sourced from authorities and published externally
  • Contact customers by telephone and email in accordance with defined processes, procedures, priorities and timescales at all times
  • Be committed at all times to upholding a first class customer service experience and building strong relationships with customers
  • Accurately log and maintain records of customer contact, activity and outcomes in a timely manner
  • Advise and process any fee payments for new and renewing customers, giving relevant and appropriate advice to allow customers to make an informed decisionAssist with the production of regular management reports to monitor and improve processes
  • Work as part of a team to ensure overall objectives and process deliverables are consistently achieved
  • Maintain high standards of professional conduct and ethics
Key documents to review

  • Operating Model
  • Launch Plan
  • Business Model
  • Summary Document for Partners
  • Brand Communications marketing plans
  • David & Goliath Research
  • Team directory
  • Support Advisor’s KPIs
How to Apply

If you meet the said requirements and are passionate enough to be part of a great team, send your application in confidence by email attaching your latest CV to: 

The Recruiter,  

NB: Clearly state the position you are applying for in the subject line of the email and indicate your current and expected salary. 

Closing date for applications is Tuesday 22nd March 2016. 

Only Shortlisted candidates will be contacted for interviews.