About the job
About The Program
This is a 1-year graduate program that aims to equip graduates with work-ready skills, more specifically those that are typical to our sanitation impact work in informal settlements. Applicants can expect to support our operational teams in the informal settlements. This job entails helping Customer Support Associates and supervisors to manage the assigned customer portfolio: As an organization ensuring, we provide the best service to Fresh Life Operators by addressing Fresh Life Toilet repairs, timely collections, and tackling any issues they raise within specified timelines. This includes documentation and keeping important customer information. It also entails ensuring customers maintain sanitation and hygiene standards and pay their monthly service fee.
What do we offer in this specific role?
- Engaging environment – Fresh Life provides meaningful, interesting, and challenging work that propels you to sharpen your skills
- You will be surrounded by more than 300 teammates who are innovative, passionate and results-driven.
- You will tackle some of the most pressing challenges of our time as we build healthy, prosperous communities in Kenya and African cities.
- Growth opportunity: You will have opportunities to advance your technical and leadership skills.
- You will leverage your current strengths and be challenged to develop new skills.
- You will be assigned real work, including problem-solving and continuous process improvement.
- You will work under an associate and the team supervisor in the informal settlements of Nairobi.
Key Roles And Responsibilities
- Customers Vetting & Onboarding
- Shadow Customer Support and Credit associates on customer onboarding visits.
- Assist Onboard quality customers through executing customer vetting (assess financial data, ask potential questions, etc)
- With the supervisor’s assistance, Clearly set customer expectations, their role and organization’s role before they are fully onboarded.
- Help Conduct customer training on our mission and vision, how to maintain sanitation and hygiene standards, process of issues escalation and making payments.
- Support credit/Debt collection
- Shadow customer support and credit associates via visits, calls, or any other acceptable strategy to ensure the assigned customer portfolio pays their invoices.
- Participate in training on engaging customers in the most effective way through deploying CLEAR conversations with FLOs.
- For any assigned toilet portfolio, ensure their 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 of retention numbers.
- Be willing to get training on simple problem-solving techniques to tackle payment-related issues.
- After shadowing and training, manage a portfolio assigned to you by your supervisor or any payment-related tasks assigned to you.
- Management of escalated issues/Cases
- Shadow Customer Support and Credit associates to manage escalation of customer complaints and issues by ensuring all are escalated within the right time frame.
- Shadow Customer Support and Credit associates collaborate with relevant team members and departments to ensure customer issues and complaints are resolved in a timely manner.
- Shadow Customer Support and Credit associates conduct problem-solving techniques i.e 5 whys to establish preventive measures to issues occurring within your customer portfolio.
- Report issues and follow up for them to be resolved in a timely manner.
- Customer Data/Documentation
- Shadow Customer Support and Credit associates verify customer information, sign missing ones and file them in Odoo.
- Manage customer information by ensuring customer details are correctly captured in the system and any errors are corrected immediately.
- Verify customer documentation after launch to ensure franchise agreements Land approvals documents, government, final land reviews forms and approval forms and any other documents are available and information is well captured and signed correctly.
- Conduct Audits of the documents in Odoo and ensure they are available.
- Document all customer issues that are raised via Whatsapp.
- Standards
- Get the training, coaching on sanitation and hygiene standards management, customer coaching and training customers and shadow Customer Support and Credit associates.
- Coach on how to maintain quality sanitation and hygiene standards and monitor progress to ensure they are adhered to.
- Conduct refresher training for 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.
- Retention
- Engage temporarily closed FLTs for reopenings, and handle any issues that might hinder reopening.
- Assist prevent closures by working to tackle issues that might lead to closures.
- Assist ensures the operational status in the field reflects the same in the CRM (Odoo) and any disparities are corrected immediately through tackling tasks assigned to you by CSAs.
Required Skills And Qualifications
- Bachelor’s degree in a Business related course; applicants must have graduated within the last 3 years.
- Prior experience in field-based sales, debt collection, and customer service is required
- Confident and articulate communicator
- Proficiency in MS Office and G-Suite. Candidates with proficient excel skills will have an added advantage
- Physically fit, can walk daily and sit for long hrs (Take note that this job is 90% field-based in the informal settlements)
Desired Characteristics
- A positive attitude, with an eagerness to learn and an ability to take instruction
- Good written and verbal communication skills
- Ability to problem solve, capable of prioritizing and multitasking
- Strong interpersonal skills, emotional quotient and ability to work effectively within a diverse team
- Good analytical skills
- Methodical, accurate and pays attention to detail
- Goal-oriented: Ability to remain calm and focused under pressure and with conflicting deadlines
APPLY ON THE OFFICIAL WEBSITE USING THE LINK BELOW:
