Senior CX Associate at Peach Cars KE

Key Responsibilities

Specifically, the Senior CX Associate at Peach can expect to undertake the below listed tasks and activities: 

Ensuring customer satisfaction, especially in challenging situations

• Handle the customer cases that need extra attention the ones that are tricky, urgent, or need coordination across teams
• Notice when the same issues keep popping up and bring it up to our team so we can do something about it.
• Make sure customer feedback actually reaches the people who can act on it

Driving Process Improvement

• Work with the CX Manager and QA Lead to find what's not working and fix it.
• Help audit how we're talking to customers, are we professional? Accurate? Actually helpful?
• Maintain our playbooks, scripts, and guides that help the team do their jobs well
• Partner with Sales, Product, and Marketing to turn customer feedback into real improvements.
• Run small pilot projects with collaboration from the CX Manager and QA lead to figure out what works before we scale it.

Bridging Customer Experience and Sales

• Work with the Sales, Marketing, and QA teams to make sure we're qualifying leads properly before handing them off.
• Help refine how we score leads so we're focusing on the right opportunities.
• Keep our CRM clean and accurate (yes, we know it's tedious, but it matters).
• Share insights on what's working and what's not in the lead qualification process.

Supporting Team Growth and Development

• Help onboard and train new CX Associates and interns
• Manage schedules so we have coverage when we need it
• Coach people to get better at their jobs, and celebrate when they do

Driving Action Through Data

• Track the metrics that matter: lead quality, response times, QA scores, customer sentiment
• Define reports that actually make sense
• Use what you learn to recommend changes that will make a difference

Skills, Knowledge and Expertise

• 3+ years in customer experience, client relations, or operations (bonus if it's in automotive, tech, or e-commerce)
• Proven experience leading others (formally or informally) with a track record of helping team members improve. 
• Strong understanding of lead qualification and sales funnel management. 
• Hands-on experience using CRM and analytics tools such as Freshsales, Google Workspace, Excel, or Data Studio. 
• Ability to analyze data, identify key insights, and focus on what truly matters. 
• Excellent communication skills, both written and verbal.
• Skilled at handling conflict constructively and maintaining positive working relationships. 
• Highly organized, with the ability to manage multiple priorities effectively. 
• Flexible and comfortable working across different teams or locations as required.