About the role
The Customer Success Associate manages the full customer lifecycle, ensuring timely and accurate payments while fostering engagement from initial awareness through retention. This position focuses on enhancing customer satisfaction by delivering exceptional service, addressing concerns efficiently, and upholding stringent sanitation and hygiene standards for both customers and our waste collection operations. The role is centered on nurturing long-term loyalty and advocacy by guaranteeing a seamless and positive experience at every touchpoint.
Oversee and execute a diverse range of tasks and obligations, ensuring alignment with organizational goals and operational standards. Provide leadership and coordination to team members, fostering collaboration and productivity. Maintain accountability for project timelines, quality benchmarks, and resource allocation. Develop and implement strategic initiatives to enhance efficiency, while addressing challenges proactively. Monitor performance metrics and KPIs to drive continuous improvement. Ensure adherence to industry regulations, safety protocols, and compliance requirements. Facilitate clear communication across departments to streamline workflows and resolve issues efficiently.
Service (Operations) professionals oversee the seamless execution of daily business activities, ensuring operational efficiency and adherence to established protocols. They play a pivotal role in managing workflows, optimizing processes, and maintaining high standards of productivity while fostering collaboration across teams. With a keen focus on problem-solving and continuous improvement, these individuals monitor performance metrics, identify areas for enhancement, and implement solutions to drive operational excellence. Strong organizational skills, attention to detail, and the ability to multitask in a fast-paced environment are essential. Additionally, proficiency in relevant software tools and a solid understanding of industry best practices are required to support and sustain smooth operational workflows.
Train Fresh Life Operators (Los) and tenants in correct toilet usage, maintenance protocols, and hygiene best practices to ensure adherence to established standards.
Communicate payment timelines, hygiene standards, and communication procedures to customers with clarity and consistency.
Identify operational issues, document and communicate them, then track progress to ensure prompt resolution.
Maintain precise customer records encompassing contact information, franchise agreements, and onboarding documentation.
Maintain stringent sanitation standards by providing customer coaching, conducting refresher training sessions, and implementing corrective measures as needed.
We are seeking a dedicated professional to oversee and enhance our customer retention strategies, ensuring long-term engagement and satisfaction. The ideal candidate will possess strong analytical skills to evaluate retention metrics and identify trends, along with excellent communication abilities to collaborate with cross-functional teams. Responsibilities include developing targeted retention programs, analyzing customer feedback, and implementing data-driven solutions to reduce churn. A minimum of three years in a related role, proficiency in CRM systems, and a results-oriented mindset are required. Familiarity with retention software and experience in a customer-facing environment are highly desirable.
Consistently interact with customers by conducting planned on-site visits, telephone conversations, and utilizing other authorized communication methods.
Proactively assess and mitigate risks that could result in customer closures while also facilitating the reactivation of inactive toilet accounts.
Create exceptional customer interactions that enhance satisfaction, foster long-term loyalty, and generate valuable referrals.
Perform routine account audits to ensure billing precision and address any discrepancies without delay.
Facilitate prompt invoice settlements by engaging with customers to follow up on payments, managing prepayments efficiently, and implementing structured repayment arrangements for those with outstanding balances.
Verify that the operational status of field toilets aligns precisely with system records to facilitate accurate invoicing and reporting.
Leverage strong communication and problem-solving abilities to resolve customer payment-related issues efficiently.
Passionate advocates are sought to champion critical initiatives, ensuring voices are heard and rights are upheld through strategic engagement and persuasive communication. The role demands a commitment to advancing key causes, requiring individuals to analyze complex issues, develop compelling arguments, and collaborate with stakeholders to drive meaningful change. Applicants must possess strong analytical skills, exceptional interpersonal abilities, and a proven track record of effecting positive outcomes in advocacy-related endeavors. Responsibilities include conducting thorough research, crafting impactful messaging, mobilizing support, and representing the organization with integrity in high-stakes forums. Ideal candidates will demonstrate unwavering dedication to social justice, equity, and policy reform while navigating dynamic and often challenging environments.
Provide outstanding customer service to foster trust and enhance customer relationships.
Prompt exceptional clients to endorse Fresh Life to their acquaintances, fostering organic growth through word-of-mouth advocacy.
Gather and disseminate customer feedback to facilitate ongoing enhancements in service quality.
Develop and nurture enduring partnerships with major client accounts to ensure mutual success and sustained collaboration.
Seeking a candidate with a Bachelor’s degree in a relevant field, coupled with a minimum of three years of hands-on experience in a comparable role. The ideal applicant will demonstrate strong analytical skills, exceptional attention to detail, and the ability to thrive in a fast-paced environment. Proficiency in industry-standard software and tools is essential, along with excellent communication and teamwork capabilities. Responsibilities include conducting thorough research, analyzing complex data, and preparing comprehensive reports to support strategic decision-making. The role demands adaptability, problem-solving acumen, and a commitment to continuous learning and professional growth.
Candidates must possess a diploma or degree in Business Management, Accounting, or Finance.
Requires a proven track record in customer service and credit management roles.
Professional candidates will possess proven experience utilizing Enterprise Resource Planning (ERP) systems or Microsoft Excel proficiently.
Effective communication, strong problem-solving capabilities, and solid computer literacy are preferred qualifications for this role.
Capable of meeting the physical demands associated with extended periods of walking on a daily basis.
go to method of application
Candidates who meet the qualifications are encouraged to submit their CV via email to talent@fresh-life.org, with the job title listed in the subject line.
Qualifications
BA/BSc/HND , Diploma
