Customer Success Associate - Kisumu

The Customer Success Associate oversees the entire customer lifecycle, from raising awareness and ensuring prompt, complete payments. You are responsible for attracting and retaining customers by delivering excellent service, quickly resolving issues and supervising the maintenance of high standards of sanitation and hygiene by customers and our waste collections team. The role ultimately involves cultivating customer loyalty and advocacy by providing a smooth, positive experience at every stage of the journey.

Qualifications

• Diploma/ Degree in Business Management / Accounting / Finance,
  
• Previous Experience in customer service and credit management.
  
• Experience in using an ERP system or Excel
  
• Good Communication, problem-solving, and computer literacy skills are desired
  
• Physically fit, can walk daily for long hours.
  

Service (Operations)

• Train Fresh Life Operators (FLOs) and tenants on proper toilet use, management, and hygiene standards.
  
• Set clear expectations with customers regarding payment timelines, hygiene requirements, and communication protocols.
  
• Identify, report, and follow up on operational issues to ensure timely resolution.
  
• Maintain accurate customer records, including contact details, franchise agreements, and onboarding documentation.
  
• Promote high sanitation standards through customer coaching, refresher training, and corrective actions where necessary.
  

Retention

• Maintain regular engagement with customers through scheduled field visits, calls, and other approved communication channels.
  
• Proactively identify and address risks that may lead to customer closures and support the reactivation of inactive toilets.
  
• Deliver a positive customer experience that drives customer satisfaction, retention, and referrals.
  
• Conduct regular account reviews to verify billing accuracy and promptly resolve any discrepancies.
  
• Drive timely invoice payments through customer follow-up, prepayment management, and structured repayment plans for customers in arrears.
  
• Ensure the operational status of toilets in the field accurately matches system records to support correct invoicing and reporting.
  
• Apply effective communication and problem-solving skills to address customer payment challenges.
  

Advocacy

• Deliver excellent customer service to build trust and strengthen customer relationships.
  
• Encourage satisfied customers to refer new customers to Fresh Life.
  
• Collect and share customer feedback to support continuous service improvement.
  
• Build and maintain strong relationships with key account customers.