Fresh Life Customer Support and Credit Associate - Eldoret Jobs in Kenya;The Customer Success Associate oversees the entire customer lifecycle, from raising awareness to ensuring prompt payments. The role involves attracting and retaining customers by delivering excellent service, resolving issues quickly, and supervising sanitation and hygiene standards. The ultimate goal is to cultivate customer loyalty and advocacy by providing a smooth, positive experience at every stage.Duties & ResponsibilitiesService (Operations)
Fresh Life Customer Support and Credit Associate - Eldoret Jobs in Kenya;
Duties & Responsibilities
Train Fresh Life Operators (FLOs) and tenants on proper toilet use, management, and hygiene standards
Set clear expectations with customers 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 contact details, franchise agreements, and onboarding documentation
Promote high sanitation standards through coaching, refresher training, and corrective actionsRetention
Maintain regular engagement with customers through field visits, calls, and approved communication channels
Proactively identify and address risks that may lead to closures; support reactivation of inactive toilets
Deliver positive customer experiences that drive satisfaction, retention, and referrals
Conduct account reviews to verify billing accuracy and resolve discrepancies
Drive timely invoice payments through followups, prepayment management, and structured repayment plans
Ensure operational status of (adsbygoogle=window.adsbygoogle||[]).push({});toilets matches system records for correct invoicing and reporting
Apply effective communication and problemsolving skills to address payment challengesAdvocacy
Deliver excellent customer service to build trust and strengthen relationships
Encourage satisfied customers to refer new customers to Fresh Life
Collect and share customer feedback to support continuous service improvement
Build and maintain strong relationships with key account customersQualifications
Qualifications
Diploma/Degree in Business Management, Accounting, or Finance
Previous experience in customer service and credit management
Experience using ERP systems or Excel
Good communication, problemsolving, and computer literacy skills