Customer Success & Credit Associate

Customer Success & Credit Associate

Role Overview

This position sits at the intersection of account management and field operations: you hold a portfolio of customer accounts, keep payments flowing in on schedule, and make sure the toilets those customers rely on stay clean, usable and worth paying for. Much of the week is spent on the move — visiting operators and tenants, checking that hygiene standards are actually being met, and resolving problems before they turn into unpaid invoices or cancelled service. The work directly protects recurring revenue and keeps the customer base stable, which is why it matters: every account you retain and every balance you recover supports the broader goal of expanding reliable sanitation access.

Key Responsibilities

• Own a book of customer accounts from the moment they sign up, tracking what is owed and chasing balances that slip past agreed payment dates.
• Agree realistic catch-up schedules with customers who have fallen behind, document the terms, and follow up to confirm they are honoured.
• Dig into billing disputes and account queries, reconciling charges against service records so customers are only billed for what they actually received.
• Maintain complete customer files — signed agreements, onboarding paperwork, payment histories — and flag seriously overdue accounts for escalation.
• Serve as the day-to-day contact for operators and tenants through site visits, phone calls and approved messaging channels, handling questions, complaints and requests promptly.
• Spot early warning signs such as dropping usage, hygiene lapses or disengagement, then intervene with coaching, refresher training or corrective action before a customer exits.
• Train Fresh Life Operators and tenants on correct use, upkeep and cleanliness expectations, and set clear ground rules on payment timing and how to reach you.
• Cross-check field reality against system records so invoicing, operational reporting and account data stay accurate, and encourage satisfied customers to refer others while passing their feedback back to the team.

Requirements & Qualifications

• Diploma or degree in business management, accounting, finance or a closely related field.
• Demonstrated experience in customer service alongside credit control or collections work.
• Comfortable working in an ERP system, with solid Excel skills for tracking accounts and reconciling figures.
• Strong verbal communication and negotiation ability, a practical approach to solving problems on the spot, and general computer literacy.
• Physically fit and willing to spend long stretches of the day walking between customer sites.