Customer Experience Associate – Yard Operations handles customer service, administrative follow-through, and CRM data entry, requires 3+ years experience in fast-paced customer service, retail, or contact-center environments. Full-time role in Nairobi.
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.
Team
Contribution & Continuous Improvement
Spot
recurring lead-quality, routing, script, or tooling issues and feed them back
to the wider sales operation.
Contribute
to service-quality reviews and help improve the speed and cleanliness of the
customer intake process.
Represent
Peach professionally in every first interaction, knowing that this role often
creates the customer’s first impression of the company.
Skills, Knowledge And Expertise
Need to
haves
Minimum 3
years of experience in high-volume customer service, hospitality, retail,
telesales, contact-centre work, or a similarly fast-paced service environment.
Strong
accuracy in data entry, note-taking, and administrative follow-through.
Comfort
using CRM systems, calendars, messaging tools, and multi-channel communication
tools.
Strong
written and verbal communication, with the ability to be clear, polite, and
useful under pressure.
Good
judgement about what to handle directly and what to escalate immediately.
Nice to
haves
Prior
exposure to automotive, marketplace, retail-finance, or structured
appointment-setting environments.
A diploma
or degree, where it complements strong service capability rather than replacing
it.
Experience
working in roles where speed, scheduling, and customer courtesy all mattered at
once.
Other Job Details
Competencies
Service
speed & queue control: able to create momentum without sacrificing
accuracy.
CRM
discipline: keeps records clean, current, and useful for downstream owners.
Communication
& listening: understands intent quickly and communicates clearly across
channels.
Judgement
& escalation: knows when to route, when to schedule, and when to raise
risk.
Execution
& detail orientation: protects customer confidence through clean
operational basics.
Attitudes
& Behaviors
Customer-first:
treats responsiveness and courtesy as core parts of the job, not as extras.
Calm
under pressure: stays organised and helpful during spikes in enquiry volume.
Highly
collaborative: sees handoffs as part of service quality, not as a reason to
disengage.
Disciplined:
values clean records, clear next steps, and reliable routine.
Integrity-led:
respects privacy and handles sensitive issues carefully.
Owner’s
mindset: takes responsibility for getting the case into the right hands quickly
and correctly
