Customer Success & Credit Associate- Nairobi

Qualifications

• Diploma or Degree in Business Management, Accounting, Finance, Credit Management, or a related field.
  
• At least 1–2 years of experience in credit control, debt collection, customer account management, or customer service with collections responsibilities.
  
• Experience managing customer accounts and following up on payments.
  
• Proficiency in Excel and ERP systems.
  
• Strong negotiation, communication, customer service, and problem-solving skills.
  
• Physically fit and comfortable walking long distances daily in the field.
  

Credit Management & Collections

• Drive timely invoice payments through customer follow-up and collections activities.
  
• Monitor customer accounts and outstanding balances.
  
• Negotiate and implement repayment plans for customers in arrears.
  
• Conduct account reviews and resolve billing discrepancies.
  
• Maintain accurate customer payment records and account information.
  
• Escalate delinquent accounts and support recovery efforts as required.
  
• Apply strong communication and problem-solving skills to address payment challenges.
  

Customer Success & Retention

• Maintain regular engagement with customers through field visits, calls, and other approved communication channels.
  
• Identify and address risks that may lead to customer closures.
  
• Support the reactivation of inactive toilets and customers.
  
• Deliver a positive customer experience that drives customer satisfaction, retention, and referrals.
  
• Build and maintain strong relationships with key customer accounts.
  

Service Operations

• Train Fresh Life Operators (FLOs) and tenants on proper toilet use, management, and hygiene standards.
  
• Set clear expectations 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 onboarding documentation and agreements.
  
• Promote high sanitation standards through customer coaching, refresher training, and corrective actions where necessary.
  
• Ensure operational status in the field accurately matches system records to support correct invoicing and reporting.
  

Customer 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.