Customer Success & Credit Associate - Eldoret at Fresh Life

About the role

• The Customer Success & Credit Associate Associate oversees the entire customer lifecycle, from raising awareness and ensuring prompt, complete payments. You are responsible for attracting and retaining customers by delivering excellent service, quickly resolving issues and supervising the maintenance of high standards of sanitation and hygiene by customers and our waste  collections team. The role ultimately involves cultivating customer loyalty and advocacy by providing a smooth, positive experience at every stage of the journey.

Duties and Responsibilities

Credit Management & Collections

• Drive timely invoice payments through customer follow-up and collections activities.
• Monitor customer accounts and outstanding balances.
• Negotiate and implement repayment plans for customers in arrears.
• Conduct account reviews and resolve billing discrepancies.
• Maintain accurate customer payment records and account information.
• Escalate delinquent accounts and support recovery efforts as required.
• Apply strong communication and problem-solving skills to address payment challenges.

Customer Success & Retention

• Maintain regular engagement with customers through field visits, calls, and other approved communication channels.
• Identify and address risks that may lead to customer closures.
• Support the reactivation of inactive toilets and customers.
• Deliver a positive customer experience that drives customer satisfaction, retention, and referrals.
• Build and maintain strong relationships with key customer accounts.

Service Operations

• Train Fresh Life Operators (FLOs) and tenants on proper toilet use, management, and hygiene standards.
• Set clear expectations regarding payment timelines, hygiene requirements, and communication protocols.
• Identify, report, and follow up on operational issues to ensure timely resolution.
• Maintain accurate customer records, including onboarding documentation and agreements.
• Promote high sanitation standards through customer coaching, refresher training, and corrective actions where necessary.
• Ensure operational status in the field accurately matches system records to support correct invoicing and reporting.

Customer Advocacy

• Deliver excellent customer service to build trust and strengthen customer relationships.
• Encourage satisfied customers to refer new customers to Fresh Life.
• Collect and share customer feedback to support continuous service improvement.

Qualifications

• Diploma/ Degree in Business Management / Accounting / Finance, 
• Previous Experience in customer service and credit management.
• Experience in using an ERP system or Excel 
• Good Communication, problem-solving, and computer literacy skills are desired
• Physically fit, can walk daily for long hours.