After Sales Support Intern at Peach Cars KE

About the job

At Peach, we believe that our success as a company depends in large part on our ability to deliver both an experience and an outcome that delights our customers - if we exceed their expectations, they will come back to us, refer their family/friends, etc…if we don’t, that’s the end of it! As such, the After-Sales Support role occupies a central position in who we are and what we do, theoretically and very much in practice. The successful candidate’s immediate responsibilities will include…

• Support buyers and sellers in navigating the administrative close of the sales process
• Clearly explain after-sales processes to set expectations on timelines, outcomes
• Walk customers through our sales documentation and answer any questions
• Ensure all documentation (above agreements) is duly-signed and KYC docs are on file (ID, KRA Pin) - if done online, everything downloaded and stored in Drive; if done offline, everything scanned and stored in Drive
• Coordinate physical handover of the vehicle and logbook transfers, resolving issues as they arise
• Identify status of logbook ownership, relevant parties to engage; ensure customers have account(s) on TIMS (if not, help them to set up accounts) and troubleshoot any issues with TIMS or logbooks pre/post-sale
• Communicate with seller and buyer re: insurance on the vehicle
• Preparation of the delivery note
• Ensure applicable Salesperson has done pre-handover checks
• Lead sale of After-Sales services, such as logbook pickup, and After-Sales touchpoints with customers, including 2-week post-sale survey, introduction of Car Care, and (potentially) other survey efforts
• Introduce service to buyer, coordinate to get logbook and ID to be able to pick the new logbook, identify and coordinate with a trusted agent to facilitate pickup and delivery