Customer Experience Associate - Yard Operations
AI job insight
Peach Cars KE is hiring a Customer Experience Associate - Yard Operations to act as the first operational control point in the sales journey. The role focuses on triaging buyer, seller, and trade-in enquiries, capturing accurate lead information, routing valid leads to Relationship Advisors, and booking the next qualified step. It is not a sales position; the priority is intake, CRM discipline, scheduling, and risk escalation.
- First operational control point for incoming sales enquiries.
- Handles phone, WhatsApp, email, and walk-in customer interactions.
- Routes valid leads to Relationship Advisors and books next steps.
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Peach Cars KE is hiring a Customer Experience Associate - Yard Operations to act as the first operational control point in the sales journey. The role focuses on triaging buyer, seller, and trade-in enquiries, capturing accurate lead information, routing valid leads to Relationship Advisors, and booking the next qualified step. It is not a sales position; the priority is intake, CRM discipline, scheduling, and risk escalation.
- First operational control point for incoming sales enquiries.
- Handles phone, WhatsApp, email, and walk-in customer interactions.
- Routes valid leads to Relationship Advisors and books next steps.
- Strong focus on CRM accuracy, data hygiene, and queue control.
- Escalates commercial, privacy, and risk issues through correct channels.
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in sales, retail, call_centerThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in KenyaThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Experience Associate - Yard Operations evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Peach Cars KE and the role in Kenya.
- Add concrete examples related to sales, retail, call_center, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from MyJobMag Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- MyJobMag Kenya
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Experience Associate - Yard Operations role in sales, retail?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Kenya under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Peach Cars KE before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source 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
Knowledge and Skills
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.
Check how your CV matches this job
Method of Application
- Interested and qualified? Go to
- Peach Cars KE on careers.peachcars.co.ke
- to apply
- Build your CV for free.
- Download in different templates.