About the Role

• This role will oversee the operations of the Customer Support and Credit Associates in managing customer portfolios by ensuring that we provide the best service to Fresh Life Operators through timely FLT repairs, documenting, keeping important customer information, debt collection, and handling any issues that arise.
• The role also ensures customers maintain sanitation and hygiene standards and pay their monthly service fee.

Duties and Responsibilities

Customer Onboarding & Documentation

• Ensure CSAs conduct vetting within the set SLA
• Ensure CSAs conduct proper field customer vetting e.g by sampling customers through random calls to confirm how vetting were conducted.
• Ensure CSAs conduct proper FLO field onboarding e.g by sampling customers through random calls to confirm  if the FLO was fully onboarded
• Improve FLO onboarding and vetting processes through the constant diagnosis of the issues and establishing long-term solutions.
• Through sampling, confirm if CSAs have attached all the necessary FLO documentation (franchise agreements, land approvals documents, government approval forms, and any other documents and information are verified, signed, and correctly captured in the system.
• Assign CSA locations to vet and onboard as is in odoo

Credit Management & Debt collection

• Conduct daily check-ins with CSAs on AIM plans
• Ensure CSAs collect current invoices as per the set target.
• Ensure CSAs sign up clients with arrears on the repayment plans and track their adherence to their commitments.
• Verify and ensure customer balances are correctly captured; escalate and design  corrective and preventive measures on issues raised i.e payments on wrong accounts.

Customer Management & Retention

• Ensure CSAs report all cases in Odoo and then handle them within set SLAs.
• Using relevant data, assign toilets and customers to CSAs for field visits based on need and priority.
• Create a databank of problem-solving techniques and scenarios accessible by all CSAs for future use and prepare reports on the performance of the resolutions.
• Plan and coordinate FLO forums, customer clinics,stormings that will enhance customer experience.
• Engage local admin and PHOs in reopening of  closed FLTs.
• Work closely with the Marketing assistant to follow through the action items from the FLT survey data and ensure they are fully addressed.
• Continuously verify the operational status of the FLTs portfolio in the field to match what is captured on the odoo status at all times and update and correct any discrepancies.

Quality Standards & Expectations

• Train, and coach CSAs on how to handle customers to maintain quality sanitation and hygiene standards and monitor progress to realize improvements.
• Execute corrective measures on cases related to poor sanitation and hygiene standards and ensure they improve.
• Use Quality control report with associatess to conduct refresher training for all customers and users on sanitation and hygiene.
• Project Management & Process Improvements.
• Manage any assigned process and project(s) effectively and efficiently
• Ensure the processes are streamlined through continuous improvement.
• Coordinate with relevant stakeholders to ensure tasks are completed within set

Staff Management

• Train and coach associates in engaging customers in the most effective way by deploying CLEAR conversations with customers
• Conducting daily check-ins with the associates
• Lead CS and Credit PD conversations.
• Conduct monthly,quarterly,semi-annually and Annual performance evaluation for associates.
• Ensure all documents for their team portfolio are well documented
• Ensure the associates field visits happen as per the schedule,i.e conduct by conducting spot visits in the field or spot calls to customers.
• Conduct induction training to all new associates through developing an induction schedule, planning training and ensuring relevant orientation happen accordingly.

Qualifications

• Bachelors Degree in  Business Management / Accounting / Finance or any other relevant qualification.
• 2- 3 years of demonstrated experience in leading a team.
• Previous experience in credit collection and handling a portfolio of customers
• Intermediate to advanced excel – manipulation of large data sets (This will be tested)
• Strong communication, problem-solving, and team coaching skills is desired
• Physically fit, can walk daily, can sit for long hours.