After-Sales CX Specialist

10 hours, 24 minutes ago
Full-time
Junior
Customer and Technical Support
Soum

Soum

Soum is a fast-growing recommerce marketplace redefining buying and selling of used electronic devices in MENA with trust, security, and money-back guarantee.

Household Durables
11-50

Description

  • Manage customer communication and follow-up from signed sale through handover and post-sale support.
  • Track ownership transfers through Absher and the Traffic Department, insurance issuance, and financing or installment processes.
  • Keep contracts and invoices complete, accurately archived, and accessible in internal systems.
  • Receive, log, and resolve warranty requests and customer complaints, escalating complex cases to the Showroom Manager when needed.
  • Coordinate technical cases with Vehicle Inspection Specialists and maintenance workshops while keeping customers informed throughout.
  • Conduct post-handover follow-ups, including calls within approximately 3 and 30 days, and confirm customer satisfaction after resolution.
  • Offer relevant add-on services, including protection, window tinting, maintenance packages, and insurance.
  • Maintain accurate CRM ticket, customer, category, and resolution records.
  • Report recurring customer issues and process gaps monthly and coordinate with Sales, Inspection, and Maintenance teams to improve handoffs.

Requirements

  • High school diploma required; diploma or bachelor’s degree in Business Administration, Marketing, or a related field preferred.
  • 1–3 years of experience in customer support, operations, or marketplace support.
  • Fluent Arabic and working proficiency in written and spoken English.
  • Willingness to work rotational evening and weekend shifts.
  • Experience in after-sales service or customer service at a car showroom or dealership preferred.
  • Experience in the used-car market preferred.
  • Knowledge of Saudi Arabian ownership transfer, insurance, and financing procedures preferred.
  • Hands-on experience with CRM or ticketing systems and basic computer tools, including Excel and email.
  • Basic knowledge of car parts and inspection reports preferred.
  • Strong communication, complaint-handling, organization, problem-solving, cross-functional coordination, and consultative upselling skills.

Interested in this position?

Apply directly on the company website

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