Customer Support & Credit Associate Job
About Fresh Life
Fresh Life works with municipalities and urban residents to develop and scale safe, citywide inclusive and financially sustainable sanitation solutions in fast growing cities starting with Nairobi, Kisumu and Eldoret in Kenya. Our innovative solutions are designed to suit the realities of today's cities, which are densely populated and heavily built up, particularly in low-income areas.
About the Role
The Customer Support & Credit Associate will manage the assigned customer portfolio by ensuring that we provide the best service to Fresh Life Operators through coordination of FLT repairs, timely collections, and tackling any customer-related issues. The role holder will also ensure that FLO's submit proper documentation and keep proper customer records. The role also ensures customers maintain sanitation and hygiene standards and pay their monthly service fee.
Location: Kisumu, Kenya (Field-based)
Job Type: Full-time
Experience: 2+ years in informal settlements
Duties and Responsibilities
Customers Onboarding
- Onboard quality customers through executing customer vetting
- Clearly set customer expectations, their role and organization's role before they are fully onboarded
- Conduct customer training on our mission and vision, how to maintain sanitation and hygiene standards, process of issues escalation and making payments
Manage Credit/Debt Collection
- Visit, call or use any other acceptable strategy to ensure the assigned customer portfolio pays their invoices
- Strategically engage, plan with customers with arrears on how the arrears will be paid and document the customer payment plans
- Conduct checks and scrutiny on the customer balances to ensure they are correct and in case there are issues to escalate
- Engage customers in the most effective way through deploying CLEAR conversations with FLOs
- Ensure toilet portfolio's operational status matches system at all times
- Employ simple problem solving techniques to tackle payment related issues
Management of Issues/Cases
- Manage escalation of customer complaints and issues within the right time frame
- Collaborate with relevant team members and departments to resolve customer issues
- Conduct problem solving techniques i.e 5 whys to establish preventive measures
- Handle maintenance/repair issues, late/missed collections, payment issues
Customer Data/Documentation
- Manage customer information and ensure details are correctly captured in the system
- Verify customer documentation after launch (franchise agreements, land approvals, government approval forms)
- Ensure operational status of FLTs in the field reflects Odoo status at all times
- Document all customer issues
Standards & Retention
- Train, coach customers on how to maintain quality sanitation and hygiene standards
- Conduct refresher training to all customers and users on sanitation and hygiene
- Execute corrective measures on cases related to poor sanitation and hygiene standards
- Engage customers with closed FLTs to handle issues and reopen
- Prevent closures by tackling issues that might lead to closures
Qualifications
- Degree / Diploma in Business Management, Accounting or Finance
- 2 years of relevant experience working in informal settlements handling customers
- Exposure to debt collection
- Experience in using an ERP system or excel
- Good Communication, problem-solving, and computer literacy skills
- Physically fit and comfortable with field-based work
How to Apply:
📝 Official Application:
Fresh Life Careers Portal
💬 For Job Inquiries:
WhatsApp Kisumu Kulture
👥 Join Our Community:
Kisumu Kulture WhatsApp Group