Customer Support and Credit Associate – Kisumu at Fresh Life
The Customer Support & Credit Associate will
manage the assigned customer portfolio by ensuring that we provide the best
service to Fresh Life Operators through coordination of FLT repairs, timely
collections, and tackling any customer-related issues. The role holder will
also ensure that FLO’s submit proper documentation and keep proper customer
records. The role also ensures customers maintain sanitation and hygiene
standards and pay their monthly service fee.
Responsibilities
- Customers
Onboarding
- Onboard
quality customers through executing customer vetting.
- Clearly
set customer expectations,their role and organization’s role before they
are fully onboarded.
- Conduct
customer training on our mission and vision, how to maintain sanitation
and hygiene standards,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 on 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 on customers.
- Customer
Data/Documentation.
- Manage
customer information by ensuring customer details are correctly captured
in the system and any errors corrected timely.
- Verify
customer documentation after launch to ensure franchise agreements Land
approvals document,government approval form 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 through 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.
Qualifications
- Degree
/ Diploma in Business Administration / Accounting / Finance or Social
Sciences
- 2
years of relevant experience working in informal settlements handling
customers, and exposure to debt collection and sales techniques
- Experience
with collecting and managing data; Knowledge of CRM use and ability to
manage a large volume of customers
- Ability
to use MS Word, Excel, and PowerPoint – medium-level proficiency required
- Demonstrated
experience in the sanitation sector and knowledge of sanitation, and
familiarity with Kisumu’s informal settlement areas is an added advantage
- Good
oral and written communication skills.
- Be
thorough and pay attention to detail
- Be
flexible and adaptable to work in the community.
- Demonstrated
experience building relationships with stakeholders, customers and
colleagues
- Proficiency
in speaking Kiswahili, and English.
- Must
be practical, self-driven, resourceful, efficient, open-minded, and
energetic.
- This
role requires 90% field work – applicants must be physically fit (long
hours of standing and walking )
- Must
be living in Kisumu / Willing to relocate
Location: Kisumu
Apolication: 2026-02-26
Customer Support and Credit Associate – Nairobi at Fresh Life
The Customer Support & Credit Associate will manage the
assigned customer portfolio by ensuring that we provide the best service to
Fresh Life Operators through coordination of FLT repairs, timely collections,
and tackling any customer-related issues. The role holder will also ensure that
FLO’s submit proper documentation and keep proper customer records. The role
also ensures customers maintain sanitation and hygiene standards and pay their
monthly service fee.
Responsibilities
- Customers
Onboarding
- Onboard
quality customers through executing customer vetting.
- Clearly
set customer expectations,their role and organization’s role before they
are fully onboarded.
- Conduct
customer training on our mission and vision, how to maintain sanitation
and hygiene standards,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 on 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 on customers.
- Customer
Data/Documentation.
- Manage
customer information by ensuring customer details are correctly captured
in the system and any errors corrected timely.
- Verify
customer documentation after launch to ensure franchise agreements Land
approvals document,government approval form 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 through 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.
Qualifications
- Degree
/ Diploma in Business Management / Accounting / Finance
- 2
years of relevant experience working in informal settlements handling
customers, and exposure to debt collection.
- Experience
in using an ERP system or excel
- Good
Communication, problem-solving, and computer literacy skills desired
- Physically
fit and comfortable with field-based work
Location: Nairobi
Application Deadline: 2026-02-26
Specialist – Communications & Marketing at Fresh Life
The Communications & Marketing Specialist will play a
key role in strengthening Fresh Life’s brand and public image, while supporting
internal teams to deliver exceptional customer value.
This role will focus on positioning Fresh Life as a leader
in non-sewered sanitation and an advocate for citywide inclusive sanitation,
both locally and globally. The Specialist will drive high-quality
communications and marketing initiatives that support customer acquisition and
retention, contribute to a culture of excellence, and elevate the visibility of
the Sanergy Collaborative.
Responsibilities
Brand & Content Development
- Develop
and deliver high-quality communication materials across channels,
including presentations, reports, website, and social media
- Create
engaging content (blogs, press releases, newsletters, reports) that
showcases Fresh Life’s and the Sanergy Collaborative’s work
- Capture
and share customer stories tailored to different audiences
- Ensure
all content aligns with Fresh Life’s brand and messaging
Media, Digital & Campaigns
- Manage
digital platforms and social media channels
- Develop
and implement digital marketing strategies to drive engagement and
visibility
- Identify
and pursue media opportunities to strengthen Fresh Life’s public profile
- Support
and execute campaigns, including fundraising initiatives
Marketing & Customer Engagement
- Support
customer acquisition and retention through community marketing activities
(e.g. roadshows, activations, radio campaigns)
- Conduct
market research and track performance of marketing activities
- Support
Fresh Life’s reputation with public sector partners and key stakeholders
Events, Partnerships & Internal Support
- Plan
and support events such as conferences, launches, and partner engagements
- Support
media, partner, and funder visits, including site coordination and
storytelling
- Collaborate
with internal teams to support business initiatives
- Manage
budgets and ensure high-quality, timely delivery of work
Qualifications
- At
least 4 years’ experience in communications and marketing
- Bachelor’s
degree in Communications or a related field
- Strong
writing and storytelling skills, with the ability to tailor content for
different audiences
- Experience
managing digital platforms and social media
- A
data-driven mindset, with the ability to track and measure impact
- Strong
organisation skills and ability to manage multiple priorities
Added Advantage:
- Experience
working with media (local or international)
- Photography,
video production, or web management skills
Location: Nairobi
Application Deadline: 2026-02-22
QHSE Associate – Kisumu at Fresh Life
About the role
The QHSE Associate will support the coordination of
Quality, Health, Safety and Environmental activities in Kisumu. You will be
responsible for implementing QHSE policies and procedures for our organic waste
collection facilities and all Fresh Life operational areas as assigned. The
QHSE Associate will work closely with the Operations team to ensure compliance
with all relevant regulations and standards, and to promote a culture of safety
and environmental stewardship.
Duties and Responsibilities
QHSE Systems & Regulatory Compliance
- Lead
the assessment, design, implementation, and maintenance of QHSE processes
to meet DOSH, NEMA, and internal standards.
- Support
the development, updating, review, and auditing of the Company’s QHSE
system.
- Maintain
and improve QHSE source documents and records (general registers, training
records, MSDS database, etc.).
- Conduct
risk assessments and enforce preventative measures.
Audits, Inspections & CAPA Management
- Conduct
workplace audits and inspections across Fresh Life Operations in Kisumu.
- Develop,
track, and report on Corrective and Preventive Actions (CAPA).
- Coordinate
with operational teams to ensure timely resolution of CAPA.
- Support
the audit team in gathering data for manufacturing and logistics process
audits.
Operational Quality Assurance
- Conduct
regular field visits to verify Quality of Installation (QOI) for FLTs.
- Prepare
reports on Quality of Waste (QOW) trends and performance metrics.
- Inspect
incoming goods and perform final inspections before shipment.
- Support
Quality Assurance Checks (QuAC).
Training, Learning & 5S Implementation
- Design
and facilitate QHSE training sessions, safety inductions, and toolbox
talks.
- Support
operational teams to implement workplace organisation (5S).
- Coach
team members on 5S and innovative improvements.
- Assist
in the training of data collectors.
Safety, Preparedness & Employee Wellness
- Support
fire preparedness, accident & incident preparedness, and emergency
response activities.
- Coordinate
employee preventive healthcare initiatives (e.g., deworming and
vaccination).
- Support
in the execution of employee wellness programs.
- Assist
in adherence to and improvement of waste management procedures.
Collaboration, Data & Continuous Improvement
- Work
closely with logistics, transport, installation, manufacturing, and
customer support teams on QHSE matters.
- Support
data analysis for quality and performance insights.
- Lead
process diagnostic sessions (RCAs) to identify problems and drive
corrective action.
- Perform
any other lawful duty assigned by the supervisor.
Qualifications
- Bachelor’s
degree in Environmental Science or BSc. Occupational Health and Safety,
Public Health.
- A
NEBOSH diploma/general certificate in Occupational Health and Safety is an
added advantage.
- In-depth
knowledge of legislation (OSHA Act 2007, EMCA 2015, WIBA) and other
relevant regulations.
- 2
years of proven experience in Quality, Health, Safety and Environment
related work
- Proficiency
in MS Office suite especially MS Excel
- Strong
report writing and data analysis skills
- Ability
to respond to emergencies promptly
Customer Support and Credit Associate at Fresh Life
The Customer Support & Credit Associate will manage the
assigned customer portfolio by ensuring that we provide the best service to
Fresh Life Operators through coordination of FLT repairs, timely collections,
and tackling any customer-related issues. The role holder will also ensure that
FLO’s submit proper documentation and keep proper customer records. The role
also ensures customers maintain sanitation and hygiene standards and pay their
monthly service fee.
Responsibilities
- Customers
Onboarding
- Onboard
quality customers through executing customer vetting.
- Clearly
set customer expectations,their role and organization’s role before they
are fully onboarded.
- Conduct
customer training on our mission and vision, how to maintain sanitation
and hygiene standards,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 on 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 on customers.
- Customer
Data/Documentation.
- Manage
customer information by ensuring customer details are correctly captured
in the system and any errors corrected timely.
- Verify
customer documentation after launch to ensure franchise agreements Land
approvals document,government approval form 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 through 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.
Qualifications
- 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.
Nairobi: 2025-10-17
Junior Specialist, Business Risk Management at Fresh Life
About the role
- This
job entails being in charge of the administrative needs of the department.
The role requires the specialist to keep track of all tasks handled and
ensure that any renewals are done in a timely manner and that timelines
for the various projects are maintained.
Duties and Responsibilities
Legal Support
- Draft,
review, and negotiate contracts, agreements, and other company related
legal documents.
- Provide
legal advice to management and departments on issues relating to company
operations, statutory obligations, and contractual matters.
- Conduct
legal audits to ensure policies, contracts, and processes are compliant
with applicable laws and regulations.
Compliance
- Plan,
coordinate, and conduct compliance audits across departments to assess
adherence to internal policies and external regulations.
- Develop,
implement, and update compliance frameworks and processes.
- Provide
compliance training and guidance to staff to strengthen awareness and
enforcement.
- Oversee
risk management activities within the compliance function to ensure
potential risks are identified, reported, and mitigated.
Vendor Due Diligence & Onboarding
- Conduct
legal and compliance due diligence on prospective vendors and service
providers.
- Review
and approve vendor onboarding request forms in line with internal
compliance and procurement policies.
- Ensure
vendor relationships comply with legal, regulatory, and ethical standards.
Immigration
- Prepare
and process work permits, passes and other relevant applications for
expatriate staff.
- Liaise
with government agencies and regulatory bodies on immigration related
matters.
- Maintain
accurate records of permits and ensure renewals are filed on time.
Stakeholder Management
- Serve
as the primary liaison with external stakeholders including regulators,
service providers and external legal counsel.
- Build
and maintain strong working relationships with stakeholders to ensure
smooth communication and compliance with external requirements.
- Represent
the department in meetings, negotiations, and compliance related
engagements.
Administrative & Other Duties
- Maintain
accurate records of legal, compliance, and regulatory documentation.
- Assist
in drafting and updating internal policies, procedures and governance
documents.
- Support
the manager and other departments with legal, compliance and
administrative tasks as required.
- Perform
any other duties as may be assigned by the manager.
Undertake any other work as may be assigned by the
Manager.
Qualifications
- Bachelor’s
degree in Law (LLB) from a recognized institution. Advocate of the High
Court of Kenya preferred.
- Postgraduate
Diploma in Law (KSL) is an added advantage.
- At
least 1 to 2 years’ experience in legal, compliance, or corporate
governance roles.
- Sound
knowledge of Kenyan laws, regulatory requirements, and corporate
governance principles.
- Experience
in handling immigration matters and liaising with government agencies.
- Strong
analytical, drafting, and communication skills.
- High
level of integrity, discretion, and professionalism.
- Ability
to work independently and manage multiple priorities.
- A team
player willing to learn.
How to Apply
CVs will be reviewed on a rolling basis until the position
is filled. As such, the opportunity may close without prior notice, and we
encourage interested candidates to apply as soon as possible.
To apply, please send your Cover Letter and CV to talent@fresh-life.org .
In your Cover Letter, kindly indicate your salary expectations and notice
period.
Application Deadline: 29th August 2025
Graduate Trainee – QHSE Field Coordinator at Fresh Life
About the Role
We are seeking a motivated and hands-on Graduate
Trainee to join our team. This entry-level role is ideal for recent
graduates who are passionate about operational excellence, health and safety,
and impact-driven fieldwork.
As a QHSE Graduate Trainee, you will be embedded in the
day-to-day coordination of our field operations, supporting compliance, safety
monitoring, and stakeholder engagement. You will work under the close guidance
of the QHSE Assistant Manager while gaining structured, on-the-ground
experience that blends learning with real accountability.
Duties and Responsibilities
Health, Safety, and Environmental Compliance Monitoring
- Participate
in field visits to monitor site users’ compliance with safety guidelines
and work instructions.
- Report
unsafe behaviors, unsafe conditions, or environmental hazards to the QHSE
Assistant Manager.
- Assist
in implementing immediate corrective actions under supervision.
Data Collection and Process Quality Monitoring
- Collect
data on adherence to operational processes (e.g., AM/PM checks, Quality of
Work, Quality of Interaction) and update internal trackers.
- Shadow
field teams (e.g., waste collectors, maintenance teams) to observe
procedures and capture information on quality and compliance.
- Participate
in gathering feedback from the community or customers regarding safety and
service delivery.
Field Coordination and Stakeholder Engagement
- Support
early-stage issue resolution with field staff and escalate concerns as
needed.
- Attend
field and team meetings to share observations and suggest improvements.
- Build respectful working relationships with crew members, customers, and community stakeholders and support conflict resolution efforts when required.
Qualifications
- A Diploma or Bachelor’s degree in Public Health, Public Relations, Project Management, or a related field.
- Must have graduated within the last 3 years.
- 6 months to 1 year of internship, volunteering, or field-based experience is preferred.
- Proficiency in MS Office and Google Suite; familiarity with data collection or survey tools is a plus.
Application Deadline
Regen Organics/FreshLife is an equal opportunity/affirmative
action employer. All qualified applicants will receive consideration for
employment without regard to race, color, ancestry, religion, sex, national
origin, sexual orientation, age, marital status, disability, gender, gender
identity or expression. All qualified persons are encouraged to apply.