Customer Representative

About the role

As a Customer Representative at Peach, you will be the first operational control point in the sales journey, handling inbound enquiries across phone, WhatsApp, email, and walk‑ins. Your focus is on creating momentum, ensuring data accuracy, and delivering a smooth handoff to Relationship Advisors.

Key responsibilities

• Respond promptly to all customer enquiries and capture minimum‑viable information.
• Identify the customer’s intent (buyer, seller, trade‑in, or general visitor) and record key details such as vehicle interest, timing, location, and finance interest.
• Assign each valid lead to the appropriate Relationship Advisor based on branch, stock type, language, workload, and customer need.
• Schedule the next qualified interaction (consultation calls, viewings, test drives, seller intake calls, or inspections) and send confirmations and reminders.
• Maintain real‑time CRM records, de‑duplicate contacts, and ensure no valid lead remains unassigned.
• Monitor queue hygiene, flag stale contacts, and raise handoff issues quickly.
• Escalate urgent complaints, suspicious behaviour, privacy concerns, and any customer‑experience risks through the correct channels.
• Provide feedback on recurring lead‑quality or routing issues to improve the intake process.

Required profile

• Strong attention to detail and ability to capture accurate information quickly.
• Excellent communication skills, both verbal and written.
• Ability to work in a fast‑paced environment and manage multiple enquiries simultaneously.
• Proactive attitude toward identifying and escalating risks.

Required skills

What we offer

• Opportunity to be the first point of contact for customers and shape their first impression of Peach.
• Collaborative team environment focused on continuous improvement.