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Responsibilities:
- Customers Onboarding
- Onboard quality customers through executing customer vetting.
- Set customer expectations, their role, and the organization’s role before they are fully onboarded.
- Conduct customer training on our mission and vision, how to maintain sanitation and hygiene standards, the process of issues escalation, and making payments.
- Manage credit/Debt collection
- Visit, call or use any other acceptable strategy to ensure the assigned customer portfolio pays their invoices.
- Strategically engage, plan with customers with arrears on how the arrears will be paid and document the customer payment plans.
- Conduct checks and scrutiny on the customer balances to ensure they are correct and in case there are issues to escalate the same to supervisors and follow through to ensure they are corrected.
- Engage customers in the most effective way through deploying CLEAR conversations with FLOs.
- Always ensure your toilet portfolio’s operational status in the field matches what is in the system at all times to ensure invoices are correctly generated and provide a true picture of retention numbers.
- Employ simple problem-solving techniques to tackle payment-related issues.
- Management of issues/Cases
- Manage escalation of customer complaints and issues by ensuring all are escalated within the right time frame.
- Collaborate with relevant team members and departments to ensure customer issues and complaints are resolved in a timely manner.
- Conduct problem-solving techniques i.e 5 whys to establish preventive measures to issues occurring within your customer portfolio.
- Issues that commonly happen are maintenance/Repair issues, late/missed collections, payment issues and other issues raised by customers.
- Customer Data/Documentation.
- Manage customer information by ensuring customer details are correctly captured in the system and any errors are corrected timely.
- Verify customer documentation after launch to ensure franchise agreements Land approvals document, government approval forms and any other documents are available and information is well captured and signed correctly.
- Ensure the operational status of the FLTs in the field reflects the odoo status all times.
- Document all customer issues.
- Standards
- Train, coach customers on how to maintain quality sanitation and hygiene standards and monitor progress to ensure they are adhered to.
- Conduct refresher training to all customers and users on sanitation and hygiene.
- Execute corrective measures on cases related to poor sanitation and hygiene standards and ensure they improve.
- After the QuaC (hygiene and standards survey) ensure all customers get feedback and those below standards are trained and cautioned in order to improve.
- Retention.
- Engage customers with closed FLTs to handle issues at hand in order to reopen the FLTs.
- Prevent closures by working to tackle issues that might lead to closures
- Ensure the operational status in the field reflects the same in the CRM (Odoo) and any disparities are corrected immediately.
Required profile
● Degree / Diploma in Business Management / Accounting / Finance
● Previous Experience in customer service or credit management.
● Experience in using an ERP system or excel
● Good Communication, problem-solving, and computer literacy skills desired
● Physically fit, can walk daily, can sit for long hours.
Character Attributes
● Enthusiasm for operational excellence – You prototype, seek feedback, and make improvements. You see through tasks and projects, not only until they’re completed but until they become a standard way of working. You are excited to build systems and processes and share them with colleagues to make everyone’s work more efficient.
● Adaptability – You see a challenge as an opportunity to pivot and improve. You “make it work”, get creative, and figure out how to adapt ideas based on new information. When presented with an issue, you propose a solution and the steps needed to get there.
● Ability to prioritise and maintain a birds-eye view of multiple activities – You like working on multiple activities at the same time and have a system for staying organised. You can identify what needs attention most urgently and are ready to help colleagues do the same.
● Team spirit – You want to be a part of a motivated and high-performing team. You bring enthusiasm to your work, have fun with colleagues, see accomplishments as a team effort, and are willing to help out wherever you can.
