Fresh Life Customer Support Jobs in Kenya

Fresh Life Customer Support Jobs in Kenya; 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.


How to Apply

For more information and job application details, see; Fresh Life Customer Support Jobs in Kenya

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