About the role
The Customer Success Associate manages the full spectrum of the customer lifecycle, from initial engagement through to ensuring timely and accurate payments. In this role, you will be tasked with drawing in and maintaining customer relationships by delivering outstanding service, addressing concerns promptly, and ensuring adherence to rigorous sanitation and hygiene standards—both from customers and our waste collection team. The position is centered on fostering customer loyalty and advocacy by guaranteeing a seamless, positive experience at every touchpoint.
Responsibilities include managing and overseeing daily operations, ensuring compliance with company policies and regulatory standards, coordinating team activities to achieve project deadlines, and maintaining accurate records of financial transactions and inventory levels. Additionally, the role requires collaborating with cross-functional departments to streamline workflows, identifying opportunities for process improvements, and providing leadership to junior staff through training and performance evaluations. The position demands strong organizational skills, attention to detail, and the ability to multitask in a fast-paced environment while adhering to strict confidentiality and ethical guidelines.
Operations Service professionals ensure the seamless execution of daily business activities by overseeing workflows, managing resources, and implementing efficiency-driven processes. They coordinate cross-functional teams to maintain operational continuity, troubleshoot issues, and enforce compliance with established policies and industry regulations. Responsibilities include optimizing supply chain logistics, analyzing performance metrics to identify trends, and recommending strategic improvements to enhance productivity and cost-effectiveness. Strong analytical abilities, proficiency in data management tools, and excellent communication skills are essential, along with the capacity to adapt to dynamic operational challenges. A background in business administration, logistics, or a related field is typically required, and prior experience in a supervisory or operational role is highly valued.
Educate Fresh Life Operators (Los) and tenants on correct toilet usage, effective management techniques, and essential hygiene standards.
Establish transparent guidelines for customers concerning payment schedules, cleanliness standards, and preferred communication methods.
Analyze operational challenges, document findings, and initiate corrective actions to facilitate prompt issue resolution.
Accurate maintenance of customer records is essential, encompassing contact information, franchise agreements, and onboarding documentation.
Enhance sanitation protocols by providing customer guidance, conducting refresher training sessions, and implementing corrective measures as needed.
We are seeking a dedicated professional to enhance our customer retention strategies, ensuring sustained engagement and long-term satisfaction. The ideal candidate will analyze retention data, identify trends, and propose actionable solutions to reduce churn and improve loyalty programs. Responsibilities include collaborating with cross-functional teams to implement retention initiatives, monitoring key metrics, and reporting on progress to leadership. Requirements include a minimum of three years in customer success, retention, or a related field, proficiency in CRM systems, and strong analytical and communication skills. This role plays a critical part in driving growth by fostering stronger customer relationships and optimizing retention efforts.
Consistently interact with customers by conducting planned on-site visits, telephone conversations, and utilizing any other authorized communication methods.
Proactively assess potential risks with the potential to result in customer closures and facilitate the reactivation of inactive toilets.
Provide exceptional customer service to ensure high levels of satisfaction, foster long-term loyalty, and generate valuable referrals.
Perform systematic evaluations of accounts to ensure billing precision and address any discrepancies without undue delay.
Facilitate prompt invoice payments by proactively following up with customers, overseeing prepayment arrangements, and implementing structured repayment plans for those with outstanding balances.
Verify that toilet operational statuses in the field align precisely with system records to facilitate accurate invoicing and reporting.
Utilize strong communication and problem-solving abilities to resolve customer payment-related issues efficiently.
We champion and advance the rights and needs of our clients through dedicated advocacy efforts, ensuring their voices are heard, and their interests are represented effectively. This role requires a strong commitment to social justice, exceptional communication skills, and the ability to navigate complex systems to secure positive outcomes. Key responsibilities include conducting thorough research, building strategic partnerships, and developing persuasive arguments to influence policy and decision-making processes. Candidates must demonstrate a deep understanding of equity and inclusion, along with proficiency in negotiation and public speaking to engage stakeholders at all levels.
Provide outstanding customer service to foster trust and enhance customer relationships.
Foster relationships with satisfied clients to inspire them to recommend Fresh Life to new prospects.
Gather and disseminate customer feedback to drive ongoing enhancements in service quality.
Foster and sustain high-value connections with pivotal clients to ensure ongoing satisfaction and retention.
Bachelor’s degree in Computer Science, Engineering, or a related discipline is required. At least five years of hands-on experience in software development is essential. Proficiency in programming languages such as Java, Python, or C++ is necessary. Experience with cloud platforms like AWS or Azure is highly desired. Strong problem-solving skills and the ability to work collaboratively in a team environment are critical. Understanding of DevOps practices and CI/CD pipelines is a plus. Excellent communication skills for articulating technical concepts to non-technical stakeholders are important.
A degree or diploma in Business Management, Accounting, or Finance is required for this role.
With a proven track record in customer service and credit management, you will bring valuable experience to the role.
Proven expertise in leveraging ERP systems or Microsoft Excel to streamline operations and enhance data management is required.
Effective communication, analytical problem-solving, and proficiency in computer applications are preferred qualifications for this position.
Capable of maintaining physical fitness and walking extensive distances on a daily basis.
go to method of application
Interested candidates who meet the qualifications are encouraged to submit their CV to talent@fresh-life.org, with the position title included in the email subject line.
Qualifications
BA/BSc/HND , Diploma
