Customer Support Associate - Kisumu at Sanergy

About the role

The Customer Support Associate - Kisumu will ensure that new customers are onboarded properly and provide support to Fresh Life Operators (FLOs). In particular, the Associate is expected to convert leads to opportunities and ensure continued support to FLOs run their Fresh Life Toilets (FLTs) successfully, ensure hygiene and cleanliness standards are well maintained, also ensure all cases are resolved on time. Additionally, the Associate will support network growth by securing referrals from existing customers and ensuring the same network is sustained.

Duties and Responsibilities

• Deliver high-touch customer service through phone calls and one on one conversations.
• Exercise good oral and written communication skills.
• Knowledge of CRM use and ability to manage a call center
• Be thorough and pay attention to detail
• Have knowledge in report writing
• Be flexible and adaptable to work in the community.
• Demonstrated experience building relationships with stakeholders
• Experience with collecting and managing data
• Knowledge of Kisumu and low-income areas
• Customer onboarding and after-sales support 
• Demonstrated experience in the sanitation sector and knowledge of sanitation
• Ability to use MS Word, Excel, and PowerPoint - medium level proficiency required
• Above all (and more essential than any academic qualification!) you must be practical, self-driven, resourceful, efficient, and energetic!

Qualifications

• Degree Holder; Business Admin or Social Sciences
• At least 2 years of relevant experience
• Working in informal settlements will be an added advantage.
• Proficiency in speaking Kiswahili, English, and Dholuo.
• Physically fit.