Customer Success & Credit Associate – Eldoret

Fresh Life, an award-winning social enterprise providing sanitation solutions in Nairobi, Kisumu, Eldoret, and Lusaka, is hiring a Customer Success & Credit Associate in Eldoret to manage customer relationships, ensure timely payments, and support retention.

What it offers

• A role focused on credit management, collections, customer success, and service operations within a fast-growing sanitation enterprise.

Who can apply

• Diploma or Degree in Business Management, Accounting, Finance, Credit Management, or a related field.
• At least 1–2 years of experience in credit control, debt collection, customer account management, or customer service with collections responsibilities.
• Proficiency in Excel and ERP systems.
• Strong negotiation, communication, customer service, and problem-solving skills.
• Physically fit and comfortable walking long distances daily in the field.

What you'll do

• Credit Management & Collections:
  • Drive timely invoice payments through customer follow-up and collections.
  • Monitor customer accounts and outstanding balances.
  • Negotiate and implement repayment plans for customers in arrears.
  • Conduct account reviews and resolve billing discrepancies.
  • Maintain accurate customer payment records and account information.
  • Escalate delinquent accounts and support recovery efforts.
• Customer Success & Retention:
  • Maintain regular engagement with customers through field visits, calls, and other approved communication channels.
  • Identify and address risks that may lead to customer closures.
  • Support the reactivation of inactive toilets and customers.
  • Deliver a positive customer experience to drive satisfaction, retention, and referrals.
• Service Operations:
  • Train Fresh Life Operators (FLOs) and tenants on proper toilet use, management, and hygiene standards.
  • Set clear expectations 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 onboarding documentation and agreements.
  • Promote high sanitation standards through customer coaching and corrective actions.
  • Ensure operational status in the field matches system records for correct invoicing and reporting.
• Customer Advocacy:
  • Deliver excellent customer service to build trust and strengthen relationships.
  • Encourage satisfied customers to refer new customers.
  • Collect and share customer feedback to support continuous service improvement.

How to apply

• Apply by 12th July 2026.
• For application support, contact talent@fresh-life.org.