Posted:3 hours ago
By:Hiring Kenya
Company Details
Industry:
Logistics and Supply Chain
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 - they're a gateway to the experiences, relationships, and opportunities that make life worth living. Our aim is to build Africa's first full-stack automotive service, spanning all aspects of car ownership and delighting our customers at every turn in the road.
Job Description
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
Salary: Discuss During Interview
Education: Diploma
Employment Type: Full Time
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