# Customer Experience Associate – Yard Operations Job Peach Cars Canonical URL: https://primejobalerts.com/jobs/customer-experience-associate-yard-operations-job-peach-cars Company: Peach Cars Category: Manufacturing, Transport & Logistics Location: Kenya Work type: Full-time Work arrangement: On-site Published: 2026-10-20 Expires: 2026-12-04 ## Job Description Customer Service Jobs, Peach Cars KE Jobs. 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 ### How to Apply Click here to apply ## Apply Use the canonical Prime Job Alerts page for full application instructions and source verification.