Customer Support and Credit Associate – Eldoret | Fresh Life

Customer Support and Credit Associate – Eldoret | Fresh Life

ESSENTIAL JOB DETAILS

• Position: Customer Support and Credit Associate
• Location: Eldoret, Kenya
• Type of Job: Full-Time
• Job Category: Customer Service, Credit Management
• Industry: Sanitation, Social Impact, Urban Development
• Application Deadline: 2025-03-12
• Employer: Fresh Life (A Subsidiary of Regen Organics)
• Work Mode: 90% Field-Based

INTRODUCTION

Are you passionate about customer service, debt collection, and community engagement? Do you thrive in a dynamic, field-based role where you can directly impact lives? If so, this is the perfect opportunity for you.

Fresh Life, a leading social enterprise, is looking for a Customer Support and Credit Associate to manage customer relationships, ensure timely payments, and uphold sanitation and hygiene standards in Eldoret’s informal settlements. This role demands a proactive individual with strong customer service, credit management, and field operations experience.

As a key team member, you will train customers, monitor payments, ensure high sanitation standards, and address customer concerns in a timely manner. You will play an essential role in Fresh Life’s mission to provide safe and sustainable sanitation services to urban communities.

This is a highly interactive role that requires strong communication, problem-solving, and relationship-building skills. You will work directly with Fresh Life Operators (FLOs), guiding them in financial obligations, maintaining service quality, and resolving customer issues efficiently.

This position is field-based, requiring 90% on-the-ground engagement in Eldoret’s informal settlements. If you are adaptable, motivated, and eager to drive social impact, we encourage you to apply today.

ABOUT FRESH LIFE

Fresh Life, a subsidiary of Regen Organics, is a pioneering social enterprise focused on addressing urban sanitation challenges. Since its launch in 2011, Fresh Life has developed innovative, non-sewered sanitation solutions that now serve over 150,000 urban residents daily. The organization safely removes and processes nearly 20,000 metric tons of sanitation waste per year, preventing environmental contamination and improving public health outcomes.

What We Do:

• Deliver affordable and hygienic sanitation solutions to informal settlements.
• Collaborate with governments, NGOs, and private sector partners to expand sanitation coverage.
• Utilize a systematic approach to develop and implement waste management solutions tailored to urban communities.
• Convert sanitation waste into valuable byproducts such as organic fertilizers and renewable energy.

Fresh Life has been recognized globally for its contributions to urban sanitation and social impact:

• Gates Foundation: Acknowledged as part of the 2030 Sustainable Development Goals Accelerator.
• Fast Company: Named one of the Top 10 Most Innovative Companies in Africa and one of the Top 10 Companies Driving Social Good.

With a workforce of 400+ employees, Fresh Life continues to expand its impact across Kenya, ensuring more communities have access to safe and dignified sanitation solutions.

KEY RESPONSIBILITIES

Customer Onboarding and Education

• Train new customers on Fresh Life’s sanitation and hygiene best practices.
• Educate customers on payment procedures, deadlines, and service expectations.
• Assist new customers in understanding the terms and conditions of their service agreements.

Debt Collection and Credit Management

• Track and manage a portfolio of customers, ensuring timely invoice payments.
• Proactively follow up on overdue payments and outstanding arrears.
• Maintain an accurate record of customer balances and ensure all customers are aware of their financial obligations.
• Resolve any credit-related issues efficiently and professionally.

Customer Service and Problem Resolution

• Respond to customer queries, complaints, and feedback.
• Ensure that maintenance requests are handled within set timelines.
• Oversee waste collection operations, ensuring timely and efficient service delivery.
• Work with customers to resolve issues related to service fees, facility conditions, or operational concerns.

Data Management and Compliance

• Ensure that all customer details are properly documented and recorded in the system.
• Verify and update land approval and government approval forms.
• Ensure that Fresh Life Toilets (FLTs) in the field reflect accurate system status updates.

Hygiene and Sanitation Standards

• Conduct routine site visits to monitor and enforce hygiene and sanitation standards.
• Provide refresher training to customers on maintaining proper sanitation.
• Ensure that hygiene compliance surveys are conducted, and customers receive feedback accordingly.

Customer Retention and Engagement

• Engage with customers whose toilets have been closed, addressing concerns and facilitating reopenings.
• Implement proactive retention strategies to prevent closures.
• Maintain long-term customer relationships, fostering trust and loyalty.

QUALIFICATIONS AND SKILLS

1. Education: Degree or Diploma in Business Administration, Accounting, Finance, or Social Sciences.
2. Experience: Minimum of 2 years in customer service, credit management, or field sales, particularly in informal settlements.
3. Technical Proficiency:
   • Strong knowledge of MS Word, Excel, and PowerPoint (medium-level proficiency required).
   • Experience using CRM systems to manage customer records.
4. Industry Knowledge:
   • Experience in the sanitation sector is an advantage.
   • Familiarity with Eldoret’s informal settlement areas is a plus.
5. Soft Skills:
   • Excellent verbal and written communication skills.
   • Strong negotiation and problem-solving abilities.
   • Relationship-building and customer engagement expertise.
6. Languages: Fluency in English and Kiswahili is required.
7. Physical Requirements: Ability to handle long hours of standing and walking (90% fieldwork requirement).
8. Residency: Must be living in Eldoret or willing to relocate. Familiarity with Langas area is an advantage.

COMPANY CULTURE AND VALUES

At Fresh Life, we foster a positive and inclusive work environment driven by key values:

• Innovation: Developing creative solutions for urban sanitation challenges.
• Collaboration: Engaging with governments, NGOs, and private sector partners.
• Integrity: Upholding transparency and ethical standards.
• Impact: Making tangible improvements in community sanitation.
• Continuous Learning: Encouraging personal and professional growth among employees.

HOW TO APPLY

Interested in making a difference? Apply now for the Customer Support and Credit Associate role in Eldoret.

Application Deadline: 2025-03-12

Submit Your Application Here

Fresh Life is an equal opportunity employer. We do not charge any application fees or request personal financial details outside the official recruitment process.

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