Customer Support and Credit Associate - Eldoret
Fresh Life is an award-winning social venture based in Nairobi, Kenya. We undertake two exciting lines of work:
We provide safe, sustainable sanitation services to residents living in urban informal settlements of Nairobi, Kisumu and Eldoret using end-to-end non-sewered sanitation solutions. Watch here!
We partner with cities to develop and deliver safe sanitation and waste management for urban residents. Using a systematic methodology, we match cities’ sanitation and waste management needs with technology and service delivery models, and then offer clear guidance on the steps that governments, funders, service providers and technology developers can take to develop and implement integrated service delivery systems.
Operational since 2011, The Sanergy Collaborate serves over 150,000 urban residents with safe sanitation services every day and safely removes nearly 20,000T of sanitation waste per year. We have built a team of over 400 employees from diverse backgrounds who all embody the drive, creativity, teamwork, and passion that make us achieve our goals. For our work, we have been recognized by the Gates Foundation as part of the 2030 Sustainable Development Goals accelerator and by Fast Company as one of the 10 most innovative companies in the world doing social good and one of the 10 best companies in Africa.
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.
Ensure new customers are properly on boarded by:
Training them on how to maintain sanitation and hygiene standards
Training them how and when to pay
Manage credit/Debt collection
Follow up with a given portfolio of customers to pay their invoices
Follow up with a given portfolio of customers to pay their arrears
Ensure your portfolio balances are correct and every customer knows them.
Tackle any credit-related issues as per your portfolio
Management of issues
Ensure that credit issues are tackled within timelines
Ensure maintenance cases are reported and handled within their set timelines
Ensure your portfolio of customers have their toilets collected on time and issues arising from that are tackled within
Customer Data/Documentation
Ensure that customer details are correctly captured in the system and any errors corrected timely.
Ensure Land approvals documents, government approval forms and any other documents are documented.
Ensure the operational status of the FLTs in the field reflects the system status all times
Hygiene and Standards
Train and coach customers on how to maintain quality sanitation and hygiene standards and monitor progress to ensure they are adhering to.
Conduct refresher training to all customers and users on sanitation and hygiene.
After the QuaC (hygiene and standards survey) ensure all customers get feedback.
6. Retention
Engage customers with closed toilets to handle issues at hand in order to reopen them.
Prevent closures through working to tackle issues that might lead to closures.
Degree / Diploma in Business Administration / Accounting / Finance or Social Sciences
2 years of relevant experience working in informal settlements handling customers, and exposure to debt collection and sales techniques
Experience with collecting and managing data; Knowledge of CRM use and ability to manage a large volume of customers
Ability to use MS Word, Excel, and PowerPoint – medium-level proficiency required
Demonstrated experience in the sanitation sector and knowledge of sanitation, and familiarity with Eldoret’s informal settlement areas is an added advantage
Good oral and written communication skills.
Be thorough and pay attention to detail
Be flexible and adaptable to work in the community.
Demonstrated experience building relationships with stakeholders, customers and colleagues
Proficiency in speaking Kiswahili, and English.
Must be practical, self-driven, resourceful, efficient, open-minded, and energetic.
This role requires 90% field work - applicants must be physically fit (long hours of standing and walking )
Must be living in Eldoret / willing to relocate (Familiar with Langas area)
Regen Organics/FreshLife is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. All qualified persons are encouraged to apply.