About the role
The Customer Success Associate manages the full spectrum of the customer lifecycle, ensuring timely and complete payments while driving awareness. Responsibilities include attracting and retaining customers through outstanding service, expediting issue resolution, and overseeing adherence to stringent sanitation and hygiene standards among customers and our waste collection team. The position is centered on fostering customer loyalty and advocacy by delivering a seamless, positive experience at every touchpoint.
Oversee and execute a comprehensive range of duties and responsibilities, ensuring alignment with organizational objectives and operational standards. Facilitate and manage key processes, maintaining meticulous attention to detail while adhering to established policies and procedures. Collaborate effectively with cross-functional teams to drive project outcomes, resolve challenges, and foster a cohesive working environment. Monitor performance metrics, identify trends, and implement continuous improvement initiatives to enhance efficiency and productivity. Ensure compliance with regulatory requirements, industry best practices, and internal guidelines to uphold organizational integrity and accountability.
Operations Service professionals drive efficiency, maintain systems, and ensure seamless workflows to support organizational goals. They oversee day-to-day activities, troubleshoot operational challenges, and implement process improvements to enhance productivity. Responsibilities include monitoring performance metrics, coordinating with cross-functional teams, and adhering to compliance standards. A strong analytical mindset, problem-solving skills, and proficiency in operational software are essential, along with the ability to manage multiple priorities in a fast-paced environment. Experience in operational roles and a commitment to continuous improvement are required.
Train Fresh Life Operators (Los) and tenants to adhere to proper toilet usage, maintenance protocols, and hygiene best practices.
Establish transparent guidelines for customers concerning payment schedules, hygiene standards, and preferred methods of communication.
Assess operational challenges, document findings, and pursue resolution to maintain efficiency and minimize disruptions.
Ensure meticulous management of customer records, encompassing contact information, franchise agreements, and onboarding documentation.
Elevate sanitation protocols by providing customer guidance, conducting refresher training sessions, and implementing corrective measures as needed.
We are seeking a skilled professional to drive customer retention strategies, ensuring sustained engagement and loyalty. The ideal candidate will analyze customer data to identify at-risk accounts, develop targeted interventions, and implement retention initiatives to reduce churn. Proficiency in CRM systems, data analysis, and communication skills are essential. Responsibilities include collaborating with cross-functional teams, monitoring retention metrics, and recommending improvements to enhance customer satisfaction.
Consistently interact with customers by conducting planned on-site visits, telephone communications, and utilizing any other authorized contact methods.
Proactively assess and mitigate risks that could result in customer closures while also facilitating the reactivation of inactive accounts.
Provide outstanding service to customers, fostering high levels of satisfaction, loyalty, and recommendations.
Regularly perform account audits to confirm billing precision and swiftly address any inconsistencies that arise.
Facilitate prompt settlement of outstanding invoices by engaging with customers to address overdue balances, administering advance payment arrangements, and implementing organized repayment schedules for those in arrears.
Verify that the operational status of field toilets aligns precisely with system records to uphold accurate invoicing and reporting standards.
Employ strong communication and problem-solving abilities to resolve customer payment issues efficiently.
Experienced professionals are sought to champion and advance key initiatives through strategic advocacy efforts. The role involves representing organizational interests, engaging with stakeholders, and influencing policy decisions to drive meaningful change. Candidates must possess strong communication skills, a deep understanding of relevant issues, and the ability to build consensus among diverse parties. Responsibilities include developing advocacy campaigns, coordinating with legal and policy teams, and maintaining relationships with public officials, community leaders, and industry partners. Proficiency in research, writing persuasive briefs, and delivering impactful presentations is essential.
Provide outstanding customer service to foster trust and enhance customer relationships.
Motivate contented clients to recommend Fresh Life to prospective customers.
Gather and disseminate customer feedback to facilitate ongoing enhancements in service quality.
Develop and nurture enduring partnerships with pivotal client accounts to ensure sustained satisfaction and mutual growth.
Bachelor’s degree in Computer Science, Engineering, or a related field is required. Minimum of three years of experience in software development, with proficiency in Java, Python, or C++ essential. Strong understanding of algorithms and data structures is crucial. Familiarity with web development frameworks like React or Angular is preferred. Excellent problem-solving skills and the ability to work collaboratively in a team environment are necessary. Knowledge of cloud platforms such as AWS or Azure is a plus. The role involves designing, developing, and maintaining scalable software solutions, as well as troubleshooting and debugging code to ensure optimal performance.
A recognized diploma or degree in Business Management, Accounting, or Finance is required.
Individuals must possess prior experience in customer service and credit management functions.
Proficiency in utilizing an enterprise resource planning (ERP) system or advanced spreadsheet applications such as Microsoft Excel is required for this position. Candidates should possess hands-on experience in leveraging these tools to manage data, generate reports, or streamline operational workflows. Familiarity with ERP functionalities—including inventory tracking, financial reporting, or procurement processes—as well as Excel’s advanced features, such as pivot tables, macros, or LOOKUP, is highly advantageous. The ability to analyze data efficiently and present insights through these platforms will be essential to success in this role.
Effective communication, analytical problem-solving abilities, and strong computer literacy are preferred qualifications for this position.
Capable of maintaining physical fitness and endurance to walk extensively for prolonged periods each day.
Interested candidates should submit their applications by following the designated method outlined for submission.
Qualified and enthusiastic applicants are encouraged to submit their CV to talent@fresh-life.org, with the job title included in the email subject line.
Qualifications
BA/BSc/HND , Diploma
