Background

Peach Cars KE is an 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 - t...

Key Responsibilities

Specifically, the Customer Representative at Peach can expect to lead/own the following customer interaction elements:

Customer Intake & Triage

• 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.

Routing, Scheduling & Customer Momentum

• 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.

CRM Discipline & Queue Control

• 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.

Risk Escalation & Data Stewardship

• 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.

Team Contribution & Continuous Improvement

• 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

Need to haves

• 1–2 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.

Nice to haves

• 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.

Competencies

• Service speed & queue control: able to create momentum without sacrificing accuracy.
• CRM discipline: keeps records clean, current, and useful for downstream owners.
• Communication & listening: understands intent quickly and communicates clearly across channels.
• Judgement & escalation: knows when to route, when to schedule, and when to raise risk.
• Execution & detail orientation: protects customer confidence through clean operational basics.

Attitudes & Behaviors

• Customer-first: treats responsiveness and courtesy as core parts of the job, not as extras.
• Calm under pressure: stays organised and helpful during spikes in enquiry volume.
• Highly collaborative: sees handoffs as part of service quality, not as a reason to disengage.
• Disciplined: values clean records, clear next steps, and reliable routine.
• Integrity-led: respects privacy and handles sensitive issues carefully.
• Owner’s mindset: takes responsibility for getting the case into the right hands quickly and correctly.

• 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.

• 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.
• Service speed & queue control: able to create momentum without sacrificing accuracy.
• CRM discipline: keeps records clean, current, and useful for downstream owners.
• Communication & listening: understands intent quickly and communicates clearly across channels.
• Judgement & escalation: knows when to route, when to schedule, and when to raise risk.
• Execution & detail orientation: protects customer confidence through clean operational basics.

• 1–2 years of experience in high-volume customer service, hospitality, retail, telesales, contact-centre work, or a similarly fast-paced service environment.
• 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.