Customer Experience Associate - Yard Operations

Peach Cars is an e-commerce solution transforming car ownership in sub-Saharan Africa. They began with an an automotive marketplace, using technology and strong offline operations to simplify the process of buying and selling locally-used vehicles, providing customers with quality, convenience, and value.

The Customer Experience Associate for Yard Operations acts as the primary operational gatekeeper in the sales journey. This role involves swiftly addressing incoming inquiries, accurately collecting essential customer details, directing valid leads to the appropriate Relationship Advisor, and ensuring that subsequent qualified actions occur without delay. This position is fundamental to Peach's unique operating model, safeguarding the speed of the sales funnel, data accuracy, and efficient transitions. It is not a sales position; its purpose is to generate momentum, precision, and confidence at the initial contact point, while promptly escalating commercial queries, privacy concerns, suspicious requests, and potential customer experience risks through established channels.

1. Promptly respond to customer inquiries received via phone, WhatsApp, email, and walk-ins during operational hours.
2. Greet customers warmly, listen attentively, and identify their needs (e.g., buyer, seller, trade-in, general guest), capturing minimum necessary information to proceed.
3. For buyers or sellers, confirm key details such as vehicle interest, timing, location, preferred contact method, finance interest, and readiness for the next step.
4. Assign valid sales inquiries to the correct Relationship Advisor based on branch, stock type, language, workload, and customer requirements.
5. Schedule the first qualified next step, including consultation calls, viewings, test drives, seller intake calls, or inspection appointments.
6. Send confirmations and reminders, and follow up on any missing basic information required before the next interaction.
7. Create or update CRM records accurately and in real-time, ensuring no duplication and completing all mandatory fields.
8. Monitor for unassigned leads, broken handoffs, and queue hygiene issues, escalating them quickly.
9. Immediately escalate sales inquiries rather than providing unauthorized services.
10. Escalate urgent complaints, suspicious behavior, sensitive document issues, privacy concerns, and customer experience risks through appropriate channels.
11. Capture only necessary data to progress the case, avoiding the use of early-stage chats as insecure document repositories.
12. Identify and report recurring issues related to lead quality, routing, scripts, or tools to the wider sales operation.
13. Participate in service-quality reviews and contribute to improving the speed and efficiency of the customer intake process.
14. Represent Peach professionally in all initial interactions, understanding that this role often shapes the customer's first impression.

1. Minimum of 3 years of experience in high-volume customer service, hospitality, retail, telesales, contact-center work, or similar fast-paced service environments.
2. Demonstrated strong accuracy in data entry, note-taking, and administrative follow-through.
3. Proficiency in using CRM systems, calendars, messaging tools, and multi-channel communication platforms.
4. Excellent written and verbal communication skills, with the ability to remain clear, polite, and effective under pressure.
5. Sound judgment in determining what issues to handle directly and what to escalate immediately.
6. Prior exposure to automotive, marketplace, retail-finance, or structured appointment-setting environments (nice to have).
7. A diploma or degree that complements strong service capability (nice to have).
8. Experience in roles where speed, scheduling, and customer courtesy were all critical simultaneously (nice to have).
9. Ability to create momentum without sacrificing accuracy (Service speed & queue control).
10. Discipline in keeping CRM records clean, current, and useful for subsequent owners.
11. Strong communication and listening skills to quickly understand intent and communicate clearly across channels.
12. Good judgment and escalation skills, knowing when to route, schedule, or raise risks.
13. Strong execution and detail orientation to protect customer confidence through clean operational basics.
14. Customer-first mindset, treating responsiveness and courtesy as core job components.
15. Ability to remain calm and organized under pressure during high inquiry volumes.
16. Highly collaborative approach, viewing handoffs as part of service quality.
17. Disciplined in valuing clean records, clear next steps, and reliable routines.
18. Integrity-led approach, respecting privacy and handling sensitive issues carefully.
19. Owner's mindset, taking responsibility for quickly and correctly directing cases to the right hands.