Qualifications

• 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.

• Experience managing customer accounts and following up on payments.

• 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.

Credit Management & Collections**

• Drive timely invoice payments through customer follow-up and collections activities.

• 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 as required.

• Apply strong communication and problem-solving skills to address payment challenges.

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 that drives customer satisfaction, retention, and referrals.

• Build and maintain strong relationships with key customer accounts.

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, refresher training, and corrective actions where necessary.

• Ensure operational status in the field accurately matches system records to support correct invoicing and reporting.

Customer Advocacy**

• Deliver excellent customer service to build trust and strengthen customer relationships.

• Encourage satisfied customers to refer new customers to Fresh Life.

• Collect and share customer feedback to support continuous service improvement.