Fresh Life works with municipalities and urban residents to develop and scale safe, citywide inclusive and financially sustainable sanitation solutions. As a Customer Support & Credit Associate, you will manage an assigned customer portfolio by ensuring the best service for Fresh Life Operators (FLO) through coordination of facility repairs, timely collections, and addressing customer-related issues. You will ensure that FLOs submit proper documentation, maintain customer records, and adhere to sanitation and hygiene standards while paying their monthly service fees.
Key Responsibilities
Customer Onboarding
Onboard quality customers by executing thorough customer vetting.
Set clear customer expectations regarding their role and the organization's role prior to onboarding.
Conduct customer training on mission and vision, maintenance of sanitation standards, and payment/escalation processes.
Credit Management and Debt Collection
Conduct field visits and calls to ensure the customer portfolio pays invoices on time.
Engage and plan with customers in arrears to document and execute payment plans.
Scrutinize customer balances for accuracy and escalate issues to supervisors when necessary.
Deploy CLEAR conversations with FLOs to ensure effective communication.
Verify that the operational status of toilets in the field matches system records (Odoo) for accurate invoicing.
Issue and Case Management
Manage the escalation of customer complaints within the required timeframe.
Collaborate with internal teams to resolve issues like late collections or maintenance repairs.
Utilize problem-solving techniques (e.g., the "5 Whys") to establish preventive measures for recurring issues.
Data and Documentation
Manage customer information in the system, ensuring data is captured correctly and errors are fixed promptly.
Verify post-launch documentation including franchise agreements, land approvals, and government forms.
Document all customer issues and ensure field status reflects accurately in the CRM.
Standards and Hygiene
Train and coach customers on maintaining quality sanitation and hygiene standards.
Execute corrective measures for cases of poor hygiene and follow up on survey feedback (QuaC) to ensure improvement.
Retention
Engage with customers of closed facilities to resolve issues and facilitate reopening.
Proactively prevent closures by tackling underlying issues early.
Qualifications and Requirements
Degree or Diploma in Business Management, Accounting, or Finance.
At least 2 years of relevant experience working in informal settlements and handling debt collection.
Experience using ERP systems (e.g., Odoo) or advanced Excel.
Strong communication, problem-solving, and computer literacy skills.
Must be physically fit and comfortable with extensive field-based work in informal settlements.
How to Apply
Interested and qualified candidates should apply online through the Fresh Life career portal via the link provided below.
