Customer Experience Associate (Yard Operations) at Peach Cars KE

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