About the role
The Customer Success Associate manages the full spectrum of the customer journey, from initial engagement through to timely and accurate payments. This position is accountable for both attracting and retaining clients by offering superior service, addressing concerns efficiently, and ensuring adherence to strict sanitation and hygiene standards by customers and our waste management team. The primary objective is to foster long-term customer loyalty and advocacy by delivering a seamless and positive experience at every interaction.
Oversee and execute a comprehensive range of duties and responsibilities to ensure operational excellence and team productivity. Implement strategic initiatives while managing day-to-day tasks with precision and efficiency. Collaborate cross-functionally to align departmental goals with broader organizational objectives. Monitor performance metrics to identify areas for improvement and implement corrective actions as needed. Maintain compliance with industry regulations and internal policies to uphold organizational integrity. Provide mentorship and guidance to team members to foster professional growth and skill development. Ensure accurate documentation and reporting to support data-driven decision-making.
Ensures seamless delivery of operational services by overseeing daily activities, monitoring performance metrics, and implementing process improvements. Collaborates with cross-functional teams to align service standards with business objectives and customer expectations. Analyzes operational challenges, identifies root causes, and develops data-driven solutions to enhance efficiency and service quality. Maintains compliance with industry regulations and internal policies while managing service-level agreements. Leads initiatives to optimize resource allocation, reduce costs, and drive continuous improvement across service operations.
Train Fresh Life Operators (Los) and tenants to ensure they understand and adhere to proper toilet usage, facility management practices, and hygiene standards.
Establish transparent communication with customers by clearly outlining payment schedules, hygiene standards, and preferred methods of interaction.
Identify operational issues promptly, document and report them accurately, and diligently follow up to facilitate swift resolution.
Ensure meticulous management of customer records, encompassing contact information, franchise agreements, and onboarding documentation.
Maintain elevated sanitation standards by providing customer coaching, conducting refresher training sessions, and implementing corrective measures as needed.
We are committed to enhancing employee satisfaction and reducing turnover by implementing strategic retention initiatives. These efforts include fostering a positive work environment, offering competitive compensation and benefits, and providing opportunities for professional growth. Additionally, we regularly conduct stay interviews to gather feedback and address any concerns promptly. Our goal is to create a workplace where employees feel valued, engaged, and motivated to contribute their best performance.
Consistently interact with customers by conducting planned on-site visits, telephone calls, and utilizing other authorized communication methods.
Proactively assess risks that could result in customer closures and implement measures to mitigate them while also facilitating the reactivation of dormant toilets.
Provide outstanding service to ensure customer satisfaction, foster loyalty, and generate valuable referrals.
Perform periodic assessments of client accounts to ensure billing precision and quickly address any inconsistencies that may arise.
Ensure prompt invoice payments by proactively following up with customers, managing prepayments, and establishing structured repayment arrangements for those with overdue accounts.
To maintain the alignment of field toilet operational status with system records, ensuring precise invoicing and accurate reporting is essential.
Leverage strong communication and problem-solving abilities to resolve issues related to customer payments efficiently.
We champion and advance critical initiatives by collaborating with stakeholders to influence policy development, ensuring decisions reflect the needs of our constituents. This role demands a deep understanding of legislative processes and a commitment to equity, with responsibilities including drafting policy briefs, coordinating advocacy campaigns, and representing the organization in meetings with policymakers. Candidates must possess strong analytical skills, exceptional communication abilities, and a proven track record of driving meaningful change through advocacy efforts. Experience in government relations, public policy, or a related field is preferred, along with the capacity to work under pressure and meet tight deadlines.
Provide outstanding customer service to cultivate trust and enhance customer relationships.
We actively engage with our satisfied clients to motivate them in recommending Fresh Life to prospective customers.
Gather and disseminate customer feedback to facilitate ongoing enhancements to service quality.
Develop and nurture meaningful, long-term partnerships with pivotal clients to ensure their continued satisfaction and loyalty.
Seeking candidates with a minimum of five years of relevant experience in the field, preferably holding a degree in a related discipline. Proficiency in industry-standard software and tools is essential, along with strong analytical and problem-solving abilities. Exceptional communication and teamwork skills are required to collaborate effectively across departments. The ideal applicant must demonstrate a track record of delivering high-quality results under tight deadlines while maintaining a detail-oriented approach. Knowledge of regulatory standards and compliance protocols is highly desirable.
A Bachelor’s or Associate’s degree in Business Management, Accounting, or Finance is required.
Possesses prior experience in customer service and credit management roles.
Proficiency in utilizing an enterprise resource planning (ERP) system or Microsoft Excel is required. Candidates should possess hands-on experience in leveraging these tools to manage data, streamline processes, or generate reports efficiently.
Effective communication, analytical problem-solving capabilities, and a high level of computer proficiency are preferred qualifications for this role.
Capable of maintaining physical fitness to walk extensively for prolonged periods each day.
Submit your application through the designated method outlined in the job posting to ensure your materials are received and processed efficiently.
Qualified and motivated applicants are encouraged to submit their CV to talent@fresh-life.org, with the job title clearly indicated in the email subject line.
Qualifications
BA/BSc/HND , Diploma
