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.