Customer Experience Associate – Yard Operations

About the role

The Customer Experience Associate – Yard Operations is the first operational control point in the sales journey, handling inbound enquiries and ensuring smooth hand‑offs to Relationship Advisors. This full‑time, onsite role focuses on speed, data hygiene and risk escalation while creating a positive first impression of the company.

Key responsibilities

• Respond promptly to phone, WhatsApp, email and walk‑in enquiries, capture minimum‑viable customer information and identify buyer, seller or trade‑in intent.
• Assign each valid lead to the appropriate Relationship Advisor based on branch, stock type, language and workload, and schedule the next qualified step (calls, viewings, test drives, inspections).
• Create or update CRM records in real time, de‑duplicate contacts and maintain mandatory fields to ensure no lead remains unassigned.
• Escalate urgent complaints, suspicious behaviour, privacy concerns and other risks through the correct channels.
• Identify recurring issues in lead quality, routing or tooling and feed feedback to the wider sales operation.

Required profile

• Minimum 3 years of experience in high‑volume customer service, hospitality, retail, telesales or contact‑centre environments.
• Strong accuracy in data entry, note‑taking and administrative follow‑through.
• Excellent written and verbal communication, able to stay clear and polite under pressure.
• Good judgement on when to handle requests directly and when to escalate.

Required skills

• Proficiency with CRM systems.
• Comfort using calendars, messaging tools and multi‑channel communication platforms.