Customer Success & Credit Associate-Nairobi at Fresh Life

Customer Success & Credit Associate-Nairobi at Fresh Life – Kenya Job Details

About the Role

Fresh Life is recruiting a Customer Success & Credit Associate-Nairobi to join its team in Kenya on a full-time basis. This role bridges credit management and customer retention, requiring someone who can balance collections activity with relationship-building and service delivery. The position manages the complete customer lifecycle—from initial onboarding through ongoing account management, payment tracking, and re-engagement of inactive accounts.

If you have worked in credit control, debt collection, or customer account management, this Customer Success & Credit Associate-Nairobi at Fresh Life offers hands-on responsibility for customer portfolio performance and field-based operations. The successful candidate will work across billing reconciliation, payment negotiations, and operational compliance while maintaining strong customer relationships.

Key Responsibilities

• Follow up with customers on outstanding invoices and coordinate timely collections through phone, field visits, and approved communication channels.
• Monitor account balances, review customer payment patterns, and identify arrears requiring immediate action or escalation.
• Negotiate and structure repayment arrangements with customers facing payment difficulties, documenting all agreements clearly.
• Investigate and resolve billing discrepancies, account statement errors, and payment record inaccuracies to maintain customer confidence.
• Support the reactivation of inactive customer accounts and toilets, addressing barriers to service resumption.
• Train Fresh Life Operators and tenants on proper facility use, hygiene standards, payment expectations, and communication protocols.
• Identify and report operational issues affecting service delivery or compliance, following up to ensure timely resolution.
• Gather and relay customer feedback to internal teams to inform service improvements and retention strategies.

Requirements & Qualifications

• Diploma or degree in Business Management, Accounting, Finance, Credit Management, or a related discipline.
• 1–2 years of practical experience in credit control, debt collection, customer account management, or customer service with collections responsibility.
• Demonstrated proficiency in Excel spreadsheets and ERP system navigation.
• Strong negotiation and communication skills, with the ability to resolve payment challenges professionally.
• Proven ability to maintain accurate records, manage documentation, and track multiple customer accounts simultaneously.
• Physical fitness and willingness to conduct regular field visits, including walking extended distances in the field daily.
• Problem-solving orientation and customer service mindset aligned with Fresh Life standards.

What to Expect

• A role that combines office-based administrative work with regular field-based customer engagement across Kenya.
• Exposure to both credit management processes and customer success practices in a growing sanitation services sector.
• Monthly compensation of KSh 30,000 – KSh 50,000 depending on experience and qualifications.
• This Customer Success & Credit Associate-Nairobi at Fresh Life position in Kenya is open to qualified candidates. Click Apply below to submit your application.