Fresh Life works with municipalities and urban residents to develop and scale safe, citywide inclusive and financially sustainable sanitation solutions in fast growing cities starting with Nairobi, Kisumu and Eldoret in Kenya. Our innovative solutions are designed to suit the realities of today’s cities, which are densely populated and heavily built up, particularly in low-income areas.

In achieving Fresh Life’s vision and mission of making safe sanitation accessible and affordable for everyone, forever, we must stay true to who we are as an organisation and as individuals who aim to transform cities and communities with our services.

The five core values that guide our work and interaction with our stakeholders are: Authenticity, Building Value for Stakeholders, Collaboration and Teamwork, Pragmatic Innovation, and Pursuing Excellence. You will see these values embedded in our office space, our activities, and our evaluation system to ensure that as our organisation grows rapidly, our team stays authentic to the Fresh Life culture.

This role entails managing the assigned customer portfolio: Ensuring as an organisation, we provide the best service to FLOs (FLT repairs, timely collections and tackling any issues they raise within specified timelines) and documenting/keeping important customer information and documents. It also entails ensuring customers maintain sanitation and hygiene standards and pay their monthly service fee and in addition assigned a process,sub-function or mini-project.

• Re-onboard customers by assessing their needs, setting clear expectations, and providing training on our mission, sanitation standards, issue escalation, and payment processes.

• Confirm and document reasons for temporary and permanent closures, conducting thorough analysis to implement preventive and corrective actions.

• Manage credit and debt collection by engaging with customers, planning and documenting payment strategies, and ensuring accurate account balances.

• Address customer complaints and issues promptly, collaborating with teams to resolve them efficiently and establishing preventive measures.

• Maintain accurate customer data, ensuring it reflects the current operational status and documenting all customer interactions.

• Prevent future closures by identifying and addressing potential issues, and work to reopen closed facilities.

• Manage assigned projects or processes, driving continuous improvement and coordinating with stakeholders to meet deadlines.

• Degree / Diploma in Business Management / Accounting / Finance

• Previous Experience in customer service or credit management.

• Experience in using an ERP system or excel

• Good Communication, problem-solving, and computer literacy skills desired

• Physically fit, can walk daily, can sit for long hours.