Customer Support & Credit Intern
About the role
This job entails managing
the assigned customer portfolio: Ensuring as an organization, we provide the
best service to FLOs (FLT repairs, timely collections, and tackling any
issues they raise within specified timelines) and documenting/keeping important
customer information and documents. It also ensures customers maintain
sanitation and hygiene standards and pay their monthly service fee.
Duties and
Responsibilities
Customers Onboarding
- Onboard
quality customers through executing customer vetting.
- Clearly
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, 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 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
at all times.
- Document
all customer issues.
Standards
- Train,
and 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 that any disparities are corrected immediately.
Qualifications
- Diploma
or Degree in business management/ credit/debt management
- Previous
experience in debt collection, credit control, field-based sales (FMCG) is
preferred
- Good
communication skills, customer handling/management skills, problem-solving
skills, customer service
- Customer-centric
– employs diplomacy and firmness to get win-win partnerships with
customers.
- Ability
to collect customer data and generate reports
- Computer
literate with basic, MS Excel skills
- Confident,
assertive and persuasive – ability to handle difficult customers
- Physically
fit – this role will involve walking daily, in informal settlements.
How to Apply