Customer Success & Credit Associate-Kisumu at Fresh Life

About the role


The Customer Success & Credit Associate is responsible for managing customer relationships while driving timely collections and supporting customer retention. The role oversees the customer lifecycle from onboarding and engagement to account management and payment follow-up.
The successful candidate will have experience in credit management, debt collection, accounts receivable, customer account management, or a related field. They will be responsible for ensuring customers receive excellent service, remain compliant with Fresh Life standards, and maintain timely payments.


Duties and Responsibilities

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.


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.