Customer Support & Credit Associate - Kisumu

About the role

The Customer Support & Credit Associate will support the onboarding of new customers and deliver a high touch of customer service to our customers on phone or in person while on field visits, to ensure all cases are resolved on time, with 100% adherence to our hygiene and quality standards, and ensure timely collection of monthly subscription fees. You will support the network growth of Fresh Life toilets by securing referrals from existing customers and ensuring the same network is sustained in Kisumu.

Duties and Responsibilities

Ensure new customers are properly onboarded by: 

• Training them on how to maintain sanitation and hygiene standards
• Training them how and when to pay

Manage credit/Debt collection

• Follow up with a given portfolio of customers to pay their invoices
• Follow up with a given portfolio of customers to pay their arrears 
• Ensure your portfolio balances are correct and every customer knows them.
• Tackle any credit-related issues as per your portfolio

Management of issues

• Ensure that credit issues are tackled within timelines
• Ensure maintenance cases are reported and handled within their set timelines
• Ensure your portfolio of customers have their toilets collected on time and issues arising from that are tackled within 

Customer Data/Documentation

• Ensure that franchise agreement are signed by the customers uploaded into the Opportunity in the Odoo.
• Ensure Land approvals document, government approval forms and any other documents are documented.
• Ensure the operational status of the FLTs in the field reflects the odoo status all times

Hygiene and Standards

• Follow up and ensure all of your toilets meet quality sanitation and hygiene standards.
• Conduct refresher training to all customers and users on sanitation and hygiene.
• Follow up on cases related to poor standards and ensure they improve.
• After the Quick (hygiene and standards survey) ensure all customers get feedback.
• All these roles would be performed through field visits, phone calls and through collaboration with other customer-facing teams

Qualifications

• Degree / Diploma in Business Administration or Social Sciences 
• 2 years of relevant experience working in informal settlements handling customers, and exposure to debt collections and sales techniques
• Experience with collecting and managing data; Knowledge of CRM use and ability to manage a large volume of customers
• Ability to use MS Word, Excel, and PowerPoint – medium-level proficiency required
• Demonstrated experience in the sanitation sector and knowledge of sanitation, and familiarity with Kisumu’s informal settlement areas is an added advantage
• Good oral and written communication skills.
• Be thorough and pay attention to detail
• Be flexible and adaptable to work in the community. 
• Demonstrated experience building relationships with stakeholders, customers and colleagues
• Proficiency in speaking Kiswahili, and English. 
• Must be practical, self-driven, resourceful, efficient, open-minded, and energetic.
• This role requires 90% field work - applicants must be physically fit (long hours of standing and walking )
• Must be living in Kisumu