Peach Cars is Kenya’s premier full-stack used-car marketplace, integrating transparent inspections, financing, secured payment, fair pricing, logistics, and after-sales support into a simple and seamless service offering aimed at solving real pain points in Kenya’s used-car market i.e., fraud, lack of transparency around the quality of vehicles and pricing, inefficiency, and poor customer experience.
In 2025, we raised a US$11 million Series A round from global investors including Suzuki Global Ventures and the Japan Bank for International Cooperation (JBIC). Now, we’re on a bold path to become the largest car marketplace in Kenya, then in Sub-Saharan Africa, and to be Kenya’s ultimate one-stop automotive shop, offering everything from vehicle sales and maintenance to financing solutions, all delivered the Peach way: trustworthy, transparent, and customer-focused.
Our mission is to build Africa’s most trusted car marketplace, making every stage of vehicle ownership clear, safe, and predictable. Our vision is an Africa where trust powers commerce, and buying or selling anything of real value is simple and safe. By continually pushing the boundaries of what’s possible, we aim to reshape the car ownership experience in Kenya and across Sub-Saharan Africa, making it easier, smarter, and more inclusive for every driver.
Join us on our journey to change the way Africa drives.
As our Customer Experience Associate – Yard Operations, you will be the first operational control point in the sales journey. You will respond quickly to incoming enquiries, capture accurate minimum-viable customer information, route each valid lead to the right Relationship Advisor, and ensure that the next qualified step happens without delay. This role is vital to Peach’s single-owner operating model because it protects top-of-funnel speed, data hygiene, and clean handoffs.
This is not a sales role; your job is to create momentum, accuracy, and confidence at the point of entry, while escalating commercial questions, privacy concerns, suspicious requests, and customer-experience risks through the correct channels.
Key Responsibilities
- Respond promptly to phone, WhatsApp, email, and walk-in enquiries of potential customers during staffed hours.
- Warmly greet and listen carefully to identify whether the customer is a buyer, seller, or trade-in customer, general guest, etc., and confirm a/o capture the minimum facts needed to move the contact forward.
- In buyer or seller cases, confirm key basics such as vehicle or category interest, timing, location, preferred contact method, finance interest, and next-step readiness.
- Assign each valid sales enquiry to the correct Relationship Advisor based on branch, stock type, language, workload, and customer need.
- Book the first qualified next step, including consultation calls, viewings, test drives, seller intake calls, or inspection slots.
- Send confirmations and reminders, and chase any missing basic information required before the next interaction.
- Create or update CRM records accurately and in real time.
- De-duplicate contacts, keep mandatory fields complete, and ensure that no valid lead sits unassigned beyond the first interaction.
- Monitor stale first contacts, broken handoffs, and queue hygiene issues, and raise them quickly.
- Escalate sales enquiries immediately rather than providing unauthorised services to customers.
- Escalate urgent complaints, suspicious behaviour, sensitive document issues, privacy concerns, and customer-experience risks through the correct channel.
- Capture only the data needed to progress the case, and avoid turning early-stage chat threads into insecure document repositories.
- Spot recurring lead-quality, routing, script, or tooling issues and feed them back to the wider sales operation.
- Contribute to service-quality reviews and help improve the speed and cleanliness of the customer intake process.
- Represent Peach professionally in every first interaction, knowing that this role often creates the customer’s first impression of the company.
Skills, Knowledge and Expertise
- Minimum 3 years of experience in high-volume customer service, hospitality, retail, telesales, contact-centre work, or a similarly fast-paced service environment.
- Strong accuracy in data entry, note-taking, and administrative follow-through.
- Comfort using CRM systems, calendars, messaging tools, and multi-channel communication tools.
- Strong written and verbal communication, with the ability to be clear, polite, and useful under pressure.
- Good judgement about what to handle directly and what to escalate immediately.
- Prior exposure to automotive, marketplace, retail-finance, or structured appointment-setting environments.
- A diploma or degree, where it complements strong service capability rather than replacing it.
- Experience working in roles where speed, scheduling, and customer courtesy all mattered at once.