Customer Experience Associate (Yard Operations)

• Respond promptly to phone, WhatsApp, email and walk-in enquiries from potential customers during staffed hours
• Warmly greet and listen carefully to identify whether the customer is a buyer, seller, trade-in customer or general guest, and 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 information before the next interaction
• Create or update CRM records accurately and in real time; de-duplicate contacts and keep mandatory fields complete
• Monitor stale first contacts, broken handoffs and queue hygiene issues and raise them quickly
• Escalate urgent complaints, suspicious behaviour, sensitive document issues, privacy concerns and customer-experience risks through the correct channel
• Spot recurring lead-quality, routing, script or tooling issues and feed them back to the wider sales operation

Qualifications & Experience:

• Minimum 3 years of experience in high-volume customer service, hospitality, retail, telesales, contact-centre work or a similarly fast-paced service environment
• This is not a sales role - the job is to create momentum, accuracy and confidence at the point of entry

Skills & Competencies:

• Strong accuracy in data entry, note-taking and administrative follow-through
• Comfort using CRM systems, calendars, messaging and multi-channel communication tools
• Strong written and verbal communication, clear and polite under pressure
• Good judgment about what to handle directly and what to escalate immediately
• Service speed and queue control; CRM discipline; execution and detail orientation
• Prior exposure to automotive, marketplace, retail-finance or structured appointment-setting environments is a nice to have