Customer Experience Associate - Yard Operations

About the role

Peach is looking for a Customer Experience Associate for its Yard Operations team in Nairobi. As the first operational control point in the sales journey, you respond quickly to enquiries, capture accurate customer information, route valid leads to the right Relationship Advisor and make sure the next qualified step happens without delay. This is not a sales role: it is about accuracy, speed and clean handoffs, with commercial questions, privacy concerns and risks escalated through the correct channels.

Key responsibilities

• Respond promptly to phone, WhatsApp, email and walk-in enquiries during staffed hours, and identify whether the customer is a buyer, seller, trade-in customer or general guest.
• In buyer or seller cases, confirm vehicle or category interest, timing, location, preferred contact method, finance interest and next-step readiness.
• Route each valid enquiry to the correct Relationship Advisor by branch, stock type, language, workload and customer need, and book the first qualified next step (consultation call, viewing, test drive, seller intake or inspection).
• Send confirmations and reminders, and chase missing information before the next interaction.
• Create or update CRM records accurately and in real time, de-duplicate contacts and keep mandatory fields complete so no valid lead sits unassigned.
• Monitor stale first contacts, broken handoffs and queue hygiene, and escalate urgent complaints, suspicious behaviour, sensitive documents, privacy concerns and other risks immediately.
• Feed back recurring lead-quality, routing, script or tooling issues to the wider sales operation and contribute to service-quality reviews.

Required profile

• At least 3 years of experience in high-volume customer service, hospitality, retail, telesales, contact centre work or a similar fast-paced environment.
• Strong accuracy in data entry, note-taking and administrative follow-through.
• Good judgement about what to handle directly and what to escalate immediately.
• Nice to have: prior exposure to automotive, marketplace, retail-finance or structured appointment-setting environments; a diploma or degree; experience where speed, scheduling and customer courtesy mattered together.

Required skills

• Comfort using CRM systems, calendars, messaging tools and multi-channel communication tools.
• Strong written and verbal communication, clear and polite under pressure.