Fresh Life works with municipalities and urban residents to develop and scale safe, citywide inclusive, and financially sustainable sanitation solutions in fast-growing cities, starting with Nairobi, Kisumu, and Eldoret in Kenya. Our innovative solutions are designed to meet the realities of today’s densely populated urban environments, particularly in low-income areas.
Our vision is to make safe sanitation accessible and affordable for everyone, forever. To achieve this, we stay true to our identity as an organization dedicated to transforming cities and communities through innovative sanitation solutions. Our core values — Authenticity, Building Value for Stakeholders, Collaboration and Teamwork, Pragmatic Innovation, and Pursuing Excellence — guide our work and interactions with our stakeholders. These values are embedded in our office culture, daily activities, and evaluation systems, ensuring that as we grow, we remain true to the Fresh Life ethos.
We are looking for passionate, driven individuals to join our team and help us achieve our mission. If you are ready to contribute to impactful work while growing professionally, we invite you to explore the opportunity below!
Position: Customer Support & Credit Associate – Kisumu
About the Role
The Customer Support & Credit Associate will be responsible for managing an assigned customer portfolio to ensure the best service delivery to Fresh Life Operators (FLOs). This includes coordinating FLT repairs, timely collections, and addressing customer-related issues. The role holder will also maintain proper customer records, ensure sanitation and hygiene standards are upheld, and facilitate the payment of monthly service fees. This position requires 90% fieldwork, making it suitable for individuals who are physically fit and comfortable working in community settings.
Key Responsibilities
1. Customer Onboarding and Training
- Ensure new customers are effectively onboarded by:
- Training them on maintaining sanitation and hygiene standards.
- Educating them on payment methods and schedules.
2. Credit and Debt Collection Management
- Follow up with assigned customers to ensure timely invoice payments.
- Manage arrears by maintaining accurate customer balances.
- Address and resolve credit-related issues within the assigned portfolio.
3. Issue Management
- Ensure all credit issues are resolved within set timelines.
- Coordinate the reporting and handling of maintenance cases promptly.
- Guarantee timely toilet collections and resolution of related issues for assigned customers.
4. Customer Data and Documentation Management
- Maintain accurate customer records by ensuring correct data entry in the system.
- Document land approvals, government approval forms, and other relevant documents.
- Ensure the operational status of FLTs in the field reflects accurately in the system at all times.
5. Hygiene and Standards Monitoring
- Train and coach customers on maintaining high sanitation and hygiene standards.
- Conduct refresher training sessions to reinforce proper sanitation practices.
- Provide feedback to customers following the QuaC (hygiene and standards survey).
6. Customer Retention and Engagement
- Engage with customers who have closed toilets to resolve issues and facilitate reopening.
- Proactively address potential issues that could lead to closures, ensuring continued customer engagement.
Job Location
- Kisumu, Kenya
Who We Are Looking For
We are looking for a proactive and energetic individual who:
- Is practical, self-driven, resourceful, and adaptable to working in community settings.
- Has excellent communication skills in English and Kiswahili.
- Demonstrates the ability to build and maintain strong relationships with stakeholders, customers, and colleagues.
- Is thorough, detail-oriented, and able to manage multiple customer accounts efficiently.
- Is comfortable with 90% fieldwork, requiring physical fitness for long hours of standing and walking.
- Is currently residing in Kisumu or willing to relocate.
Qualifications
- Degree/Diploma in Business Administration, Accounting, Finance, or Social Sciences.
- At least 2 years of relevant experience in customer service, debt collection, and/or sales.
- Experience working in informal settlements and exposure to debt collection and sales techniques.
- Proficiency in using MS Word, Excel, and PowerPoint (medium-level proficiency required).
- Knowledge and experience in the sanitation sector and familiarity with Kisumu’s informal settlement areas is an added advantage.
- Experience with CRM systems and managing large customer volumes is preferred.
Why Join Fresh Life?
At Fresh Life, we offer a dynamic work environment that encourages Pragmatic Innovation and fosters Collaboration and Teamwork. You will have the opportunity to:
- Make a tangible impact on urban communities by contributing to sustainable sanitation solutions.
- Work within a value-driven organization committed to Authenticity and Pursuing Excellence.
- Grow professionally through continuous learning and development opportunities.
- Be part of a supportive team that values your input and creativity.
How to Apply
Are you ready to join a team that is transforming cities with innovative sanitation solutions?
Apply Now to become part of the Fresh Life team in Kisumu.
Application Deadline: 2025-03-05
Important Notice to Applicants
Regen Organics/Fresh Life is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity, or expression. All qualified persons are encouraged to apply.
NOTE TO APPLICANTS:
- Regen Organics and Fresh Life DO NOT charge any fee at any stage of the recruitment process (application, interview, meeting, processing, or training).
- Regen Organics and Fresh Life DO NOT request personal banking details or any other personal information outside the recruitment process.
Join us in making sanitation safe, inclusive, and financially sustainable for everyone, forever!
