Sales, Customer Support and Credit Supervisor

Fresh Life is an award-winning social venture headquartered 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 objective of this role is to expand our franchise network, by supporting and coaching Sales Associates to confidently sell our products as well as oversee the operations of the Customer Support and Credit Associates in managing customer portfolio. The Sales, Customer Support and Credit Supervisor is responsible for ensuring customer acquisition and retention, leading the sales and customer life cycle – including generating leads, pursuing opportunities, closing deals, managing the resulting customer relationships, and collecting future recurring payments. He/She will also be responsible for ensuring that we provide the best service to Fresh Life Operators through providing and handling Fresh Life Toilet repairs, documenting/keeping important customer information, and handling any issues arising as well as debt collections. The role also ensures customers maintain sanitation and hygiene standards and pay their monthly service fee.

1) Sales

• Meet established sales targets through assigned Sales Associates.

• Expand the customer base in the assigned sales area.

• Maintain high levels of client satisfaction.

• Undertake data entry into our CRM.

• Perform market territory mapping and data collection.

• Expedite sales conversions by ensuring forms are fully completed.

• Vet customers to improve monthly service fee collections.

• Report operational issues within the sales area.

2)  Customer Support and Credit:

• Ensure timely and accurate customer onboarding and vetting.

• Improve onboarding processes and establish long-term solutions.

• Verify and capture all necessary customer documentation.

• Assign locations for customer vetting and onboarding.

• Conduct daily check-ins with Customer Support and Credit Associates (CSAs) on credit plans and collections.

• Verify customer balances and address any discrepancies.

• Ensure timely reporting and handling of customer issues.

• Coordinate customer clinics and forums.

• Engage local admin and PHOs to reopen closed Fresh Life Toilets.

• Verify operational status of toilets and update discrepancies.

3) Quality Standards & Expectations:

• Train CSAs on maintaining sanitation and hygiene standards.

• Execute corrective measures on sanitation issues.

• Conduct refresher training using quality reports.

4) Project Management:

• Manage assigned projects efficiently.

• Streamline processes through continuous improvement.

• Coordinate with stakeholders to ensure task completion.

5) Staff Management:

• Train Associates on effective customer engagement.

• Conduct daily check-ins and performance evaluations.

• Ensure documentation and field visits are as per schedule.

• Conduct induction training for new CSAs.

• Diploma/ Degree in a business-related course (Sales, Customer Service, or Credit preferred).

• 2+ years of demonstrated team leadership experience.

• Fluent in English and Kiswahili.

• Residency in an informal settlement (current or past).

• Proven track record in sales.

• Experience working with a sales team for at least 1 year.

• Strong communication, problem-solving, and computer literacy skills.

• Physically fit for daily walking and long hours sitting.