About the role

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.

Duties and Responsibilities

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.

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.

Qualifications

• 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 Kisumu’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 Kisumu / willing to relocate.