Job Description
e-commerce solution revolutionizing car ownership in sub-Saharan Africa. We started with an automotive marketplace, leveraging technology and robust offline operations to reduce pain points in the market for locally-used vehicles, delivering quality, convenience, and value to our customers. At Peach, we believe cars are more than their component parts – t…
Customer Experience Associate (Yard Operations)
Key Responsibilities
Specifically, the Customer Experience Associate (Yard Operations) at Peach can expect to lead/own the following elements:
Customer Reception
- Serve as the first point of contact for all customers, establishing a professional and welcoming environment.
- Assess customer needs promptly and tailor your approach accordingly, whether engaging first-time visitors or returning clients.
- Direct customers efficiently to the appropriate representative or department.
Customer Flow Management
- Accurately capture and record customer information in a timely manner.
- Assign visitors to the appropriate Sales Agent and ensure a structured, seamless handover with complete context.
- Actively manage customer flow during peak periods to maintain order, clarity, and a positive experience.
Post-Visit Engagement
- Conduct thoughtful follow-ups with customers after their visit to understand their experience.
- Collect and consolidate feedback, sharing relevant insights to support service improvements.
Team Collaboration
- Work closely with the Sales Team to ensure effective coordination and smooth customer transitions.
- Partner with the QA Team to identify service gaps, share frontline observations, and contribute to continuous operational improvement.
- Represent Customer Operations on-site by proactively identifying and escalating issues that may impact the customer experience.
Administrative Responsibilities
- Maintain accurate and up-to-date records of walk-ins and scheduled appointments.
Skills, Knowledge and Expertise
Must-Have Qualifications
- Minimum of 3 years’ experience in hospitality, guest relations, front-of-house, concierge, or a similar customer-facing role.
- Strong interpersonal skills with a natural ability to engage and build rapport with a wide range of customers.
- Demonstrated ability to remain composed and effective in fast-paced, high-traffic environments.
- Proactive and self-directed, with the ability to follow through without close supervision.
- Comfortable using basic digital tools, including CRM systems, tablets, and spreadsheets
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