Customer Support and Credit Associate

Fresh Life is a Non-Governmental Organization founded in 2011, based in Nairobi, Kenya, focused on providing sanitation solutions.

The Customer Success & Credit Associate is tasked with overseeing customer relationships, driving prompt collections, and fostering customer loyalty. This position manages the complete customer journey, from initial onboarding and engagement to ongoing account management and payment tracking. The ideal candidate will possess experience in credit management, debt collection, accounts receivable, or customer account management. They will be responsible for delivering exceptional customer service, ensuring adherence to Fresh Life's standards, and maintaining consistent, timely payments.

1. Drive timely invoice payments through proactive customer follow-up and collection activities.
2. Monitor customer accounts and track outstanding balances.
3. Negotiate and implement repayment plans for customers with overdue accounts.
4. Conduct regular account reviews and resolve any billing discrepancies.
5. Maintain accurate records of customer payments and account information.
6. Escalate delinquent accounts and assist in recovery efforts when necessary.
7. Utilize strong communication and problem-solving skills to address payment challenges effectively.
8. Maintain consistent engagement with customers through field visits, calls, and approved communication channels.
9. Identify and mitigate risks that could lead to customer account closures.
10. Support the reactivation of inactive toilets and customers.
11. Deliver a positive customer experience to enhance satisfaction, retention, and referrals.
12. Build and maintain strong relationships with key customer accounts.
13. Train Fresh Life Operators (FLOs) and tenants on proper toilet usage, management, and hygiene standards.
14. Establish clear expectations regarding payment schedules, hygiene requirements, and communication protocols.
15. Identify, report, and follow up on operational issues to ensure prompt resolution.
16. Maintain accurate customer records, including onboarding documents and agreements.
17. Promote high sanitation standards through customer coaching, refresher training, and corrective actions.
18. Ensure that operational status in the field accurately reflects system records for correct invoicing and reporting.
19. Provide excellent customer service to build trust and strengthen relationships.
20. Encourage satisfied customers to refer new customers to Fresh Life.
21. Collect and share customer feedback to support continuous service improvement.

1. Hold a Diploma or Degree in Business Management, Accounting, Finance, Credit Management, or a related field.
2. Possess at least 1–2 years of experience in credit control, debt collection, customer account management, or customer service with collection responsibilities.
3. Demonstrated experience in managing customer accounts and following up on payments.
4. Proficient in using Excel and ERP systems.
5. Exhibit strong negotiation, communication, customer service, and problem-solving skills.
6. Be physically fit and able to walk long distances daily in the field.