Fresh Life, part of the award-winning Sanergy group, is a pioneering social venture committed to transforming urban sanitation in Kenya. Since 2011, our mission has been clear: to provide safe, affordable, and sustainable sanitation services to residents of informal urban settlements. We operate in Nairobi and Kisumu, currently serving over 150,000 people every day and safely removing nearly 20,000 tons of sanitation waste each year.
Our approach includes two core strategies:
- Urban Sanitation Services: We deliver safe, non-sewered sanitation solutions through Fresh Life Toilets (FLTs), ensuring hygiene and dignity in underserved communities.
- City Partnerships: We collaborate with local governments to design and implement integrated sanitation and waste management systems tailored to city needs.
Fresh Life is internationally recognized for its impact. We’ve been honored by the Gates Foundation as part of the 2030 SDG Accelerator and ranked by Fast Company among the Top 10 Most Innovative Companies in Africa and globally for social good.
As we grow, we’re looking for passionate individuals who want to drive positive change in urban sanitation. If you thrive in a purpose-driven environment and are ready to make a difference, we invite you to apply for the following position.
Position: Customer Support and Credit Associate
Job Location: Nairobi
Deadline to Apply: 13th May 2025
Type: Full-time
About the Role
The Customer Support and Credit Associate plays a key role in ensuring a high-quality experience for our Fresh Life Operators (FLOs) by managing customer relationships, overseeing service delivery, ensuring prompt fee collection, and maintaining sanitation standards. This role requires excellent interpersonal skills, a problem-solving mindset, and the ability to manage field operations efficiently.
Key Responsibilities
1. Customer Onboarding
- Vet and onboard new customers in line with Fresh Life’s quality standards.
- Set clear expectations about customer responsibilities and the organization’s commitments.
- Conduct training for new customers on sanitation and hygiene practices, payment procedures, and issue escalation channels.
2. Credit and Debt Management
- Engage directly with assigned customers to ensure timely invoice payments via calls, visits, or other effective strategies.
- Develop and document payment plans with customers who have arrears.
- Validate customer account balances, raise discrepancies to supervisors, and follow through for resolution.
- Conduct accurate field-to-system reconciliation to reflect the correct operational status of FLTs.
- Address and resolve payment-related issues using practical, clear communication and simple problem-solving techniques.
3. Issue and Case Management
- Escalate customer complaints within the appropriate timeframe to ensure quick resolution.
- Collaborate with internal departments to resolve issues such as:
- Maintenance and repair delays
- Missed or late waste collections
- Billing or payment inconsistencies
- Utilize problem-solving frameworks (e.g., 5 Whys) to identify root causes and implement preventive measures.
4. Customer Data Management and Documentation
- Ensure accurate entry and maintenance of customer data in the system.
- Verify and store all necessary documentation, including:
- Franchise agreements
- Land and government approvals
- Ensure the operational status of toilets in the field aligns with data in our CRM (Odoo).
- Log all issues raised by customers for reference and follow-up.
5. Standards Enforcement
- Train and coach customers on maintaining high sanitation and hygiene standards.
- Monitor customer adherence and deliver refresher training as needed.
- Implement corrective actions for customers falling below required standards.
- Provide feedback to customers post-QuaC (Quality and Compliance) survey and enforce follow-up training or warnings if needed.
6. Customer Retention
- Proactively engage with customers whose FLTs have been closed to resolve issues and facilitate reopening.
- Address potential closure risks in advance to preserve customer relationships.
- Regularly update the CRM to ensure accurate representation of the FLTs’ operational status.
What We’re Looking For
Fresh Life is seeking individuals who are:
- Customer-focused: Capable of managing tough conversations with diplomacy and firmness.
- Accountable and results-driven: Able to meet targets and deliver excellent customer service.
- Detail-oriented: Able to keep accurate records and detect inconsistencies.
- Proactive problem-solvers: Skilled in identifying issues and implementing solutions efficiently.
- Adaptable: Comfortable working in informal settlements and handling field-based operations.
While specific academic qualifications have not been mandated, relevant experience is essential for this role.
Job Requirements (Experience and Attributes)
- Experience in debt collection, credit control, or field-based sales (especially in FMCG) is highly preferred.
- Excellent communication and customer relationship management skills.
- Competency in Microsoft Excel and other basic computer applications.
- Ability to collect customer data and compile performance reports.
- Confident, persuasive, and assertive when handling difficult customer situations.
- Physically fit and capable of walking in field environments daily.
Why Join Fresh Life?
At Fresh Life, you’ll be part of a mission-driven team creating real, lasting change. You’ll work in a collaborative, diverse environment with opportunities for learning and career growth. We value integrity, innovation, and customer focus — and we want people who share those values.
Equal Opportunity Statement
Regen Organics and Fresh Life are equal opportunity employers. All qualified candidates will receive consideration for employment without discrimination based on race, color, religion, sex, national origin, age, marital status, disability, gender identity, or expression. We actively encourage women and persons with disabilities to apply.
Important Notice to Applicants
Please note:
Regen Organics and Fresh Life do not charge any fee at any stage of the recruitment process — including application, interview, processing, or training. We also do not ask for banking or personal financial information as part of our recruitment. Report any suspicious activity related to this job posting immediately.
How to Apply
If you are excited to be part of a transformative social enterprise and meet the outlined requirements, we encourage you to apply now.
