The Customer Support & Credit Associate will manage the assigned customer portfolio by ensuring that we provide the best service to Fresh Life Operators through coordination of FLT repairs, timely collections, and tackling any customer-related issues. The role holder will also ensure that FLO’s submit proper documentation and keep proper customer records. The role also ensures customers maintain sanitation and hygiene standards and pay their monthly service fee.
Customers
Onboarding
- Onboard quality customers through executing
customer vetting.
- Clearly set customer expectations,their role and
organization’s role before they are fully onboarded.
- Conduct customer training on our mission and
vision, how to maintain sanitation and hygiene standards,process of issues
escalation and making payments.
Manage credit/Debt collection
- Visit,call or use any other acceptable strategy
to ensure the assigned customer portfolio pays their invoices.
- Strategically engage,plan with customers with
arrears on how the arrears will be paid and document the customer payment
plans.
- Conduct checks and scrutiny on the customer
balances to ensure they are correct and in case there are issues to
escalate the same to supervisors and follow through to ensure they are
corrected.
- Engage customers in the most effective way
through deploying CLEAR conversations with FLOs.
- Always ensure your toilet portfolio’s
operational status in the field matches what is in the system at all times
to ensure invoices are correctly generated and provide a true picture on
retention numbers.
- Employ simple problem solving techniques to
tackle payment related issues.
Customer
Data/Documentation.
- Manage customer information by ensuring customer
details are correctly captured in the system and any errors corrected
timely.
- Verify customer documentation after launch to
ensure franchise agreements Land approvals document,government approval
form and any other documents are available and information is well
captured and signed correctly.
- Ensure the operational status of the FLTs in the
field reflects the odoo status all times.
- Document all customer issues.
Standards
- Train, coach customers on how to maintain
quality sanitation and hygiene standards and monitor progress to ensure
they are adhered to.
- Conduct refresher training to all customers and
users on sanitation and hygiene.
- Execute corrective measures on cases related to
poor sanitation and hygiene standards and ensure they improve.
- After the QuaC (hygiene and standards survey)
ensure all customers get feedback and those below standards are trained
and cautioned in order to improve.
Requirements
- 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.
How to Apply
