Customer Experience Associate – Yard Operations

e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers. At Peach, we believe cars are more than their component parts – t…

Customer Experience Associate – Yard Operations

Description

• As our Customer Experience Associate – Yard Operations, you will be the first operational control point in the sales journey. You will respond quickly to incoming enquiries, capture accurate minimum-viable customer information, route each valid lead to the right Relationship Advisor, and ensure that the next qualified step happens without delay. This role is vital to Peach’s single-owner operating model because it protects top-of-funnel speed, data hygiene, and clean handoffs.

• This is not a sales role; your job is to create momentum, accuracy, and confidence at the point of entry, while escalating commercial questions, privacy concerns, suspicious requests, and customer-experience risks through the correct channels.

Key Responsibilities

Specifically, the Customer Experience Associate – Yard Operations at Peach can expect to lead/own the following customer interaction elements:

Customer Intake & Triage

• Respond promptly to phone, WhatsApp, email, and walk-in enquiries of potential customers during staffed hours.

• Warmly greet and listen carefully to identify whether the customer is a buyer, seller, or trade-in customer, general guest, etc., and confirm a/o capture the minimum facts needed to move the contact forward.

• In buyer or seller cases, confirm key basics such as vehicle or category interest, timing, location, preferred contact method, finance interest, and next-step readiness.

Routing, Scheduling & Customer Momentum

• Assign each valid sales enquiry to the correct Relationship Advisor based on branch, stock type, language, workload, and customer need.

• Book the first qualified next step, including consultation calls, viewings, test drives, seller intake calls, or inspection slots.

• Send confirmations and reminders, and chase any missing basic information required before the next interaction.

CRM Discipline & Queue Control

• Create or update CRM records accurately and in real time.

• De-duplicate contacts, keep mandatory fields complete, and ensure that no valid lead sits unassigned beyond the first interaction.

• Monitor stale first contacts, broken handoffs, and queue hygiene issues, and raise them quickly.

Risk Escalation & Data Stewardship

• Escalate sales enquiries immediately rather than providing unauthorised services to customers.

• Escalate urgent complaints, suspicious behaviour, sensitive document issues, privacy concerns, and customer-experience risks through the correct channel.

• Capture only the data needed to progress the case, and avoid turning early-stage chat threads into insecure document repositories.