After-Sales CX Specialist

Job Title: After-Sales CX Specialist

Employment Type: Full-time, Remote

Work Schedule: Includes evening and weekend shifts based on the assigned schedule

Department: Car Showroom Operations

Languages: Fluent in Arabic and working proficiency in English, both written and spoken

Role Overview

Soum's car showroom is where customers meet the brand face to face. The After-Sales Customer Experience Specialist owns the customer's journey from the moment a sale is signed, through handover, and beyond. You are the customer's single point of contact after the sale: you manage every conversation, every follow-up, and every request until it is resolved.

When a customer raises a technical concern about their car, you own the customer side of the case and work with the Vehicle Inspection Specialist, who owns the technical assessment. The customer always hears from you.

The goal of the role: every customer leaves confident in their purchase, any issue is resolved quickly, and buyers become repeat customers who recommend Soum.

Duties & Responsibilities

Paperwork & Procedures

• Follow up on ownership transfer via Absher and the Traffic Department, and on insurance issuance with the relevant parties.
• Follow up on financing and installments with finance providers when needed.
• Keep the customer informed at each stage of transfer, insurance, and financing, so they never have to chase Soum for an update.
• Ensure contracts and invoices are complete and archived in the system.

Warranty & Complaints

• Receive post-sale warranty requests and complaints, log them, and follow up until closed.
• For technical issues, open the case, pass the customer's description to the Vehicle Inspection Specialist for assessment, and keep the customer updated while the technical work is in progress.
• Coordinate with approved maintenance workshops on appointments, timelines, and customer logistics, using the technical findings provided by the inspection team.
• Communicate the outcome and next steps to the customer, and close the loop with them on their original channel before marking the case resolved.
• Escalate complex cases to the Showroom Manager in line with approved procedures, with a documented resolution attempt attached.

Follow-Up & Customer Loyalty

• Contact every customer after their order is completed and the car is received, to confirm the car arrived in the agreed condition, that they have faced no technical, paperwork, or missing-accessory issues since handover, and whether they need further service or support.
• Schedule regular follow-up calls, for example within 3 days and again 30 days after handover.
• Open a ticket immediately for any issue the customer raises, follow it through to resolution, then check back to confirm they are satisfied.
• Offer relevant add-on services such as protection, window tinting, maintenance packages, and insurance.

CRM, Reporting & Coordination

• Log every ticket and follow-up outcome with accurate category, subject, and resolution notes, and keep all customer data accurate in the CRM system, so reporting stays clean and root causes remain traceable.
• Gather customer feedback and submit a monthly report on recurring issues and improvement suggestions.
• Flag repeat issues and process gaps to the Showroom Manager so the root cause reaches the owning team.
• Share recurring technical complaints with the Vehicle Inspection Specialist so they can be reflected in inspection checks.
• Work closely with Sales, Inspection, and Maintenance so that every customer handoff between teams is smooth.

Qualifications & Requirements

• High school diploma at minimum. A diploma or bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• 1 to 3 years in customer support, operations, or marketplace support.
• Fluent in Arabic and working English, written and spoken.
• Willingness to work rotational shifts, including evenings and weekends, as required.

Nice to Have

• Previous experience in after-sales or customer service at car showrooms or dealerships.
• Previous experience in the used car market.
• Knowledge of ownership transfer, insurance, and financing procedures in Saudi Arabia.
• Hands-on experience with CRM or ticketing systems.
• Basic technical knowledge of car parts and inspection reports.

Skills & Competencies

• Strong communication skills and a courteous manner with customers.
• Calm and patient when handling complaints and upset customers.
• Writes clearly and briefly under time pressure, in both Arabic and English.
• Accurate and organised in tracking documents and appointments.
• Comfortable working across multiple systems within a single case.
• Accountability mindset: owns the outcome, not the reply.
• Able to solve problems and make decisions within their authority.
• Skilled at upselling without pressuring the customer.
• Proficient in basic computer tools, including Excel, email, and internal systems.
• A team player who coordinates well with Sales, Inspection, and Maintenance.

Key Performance Indicators

• Post-handover customer satisfaction (CSAT): 90% or higher.
• Net Promoter Score (NPS): 50 or higher.
• First response time to complaints: within 24 hours.
• Complaint resolution rate: 90% within 7 days.
• Ownership transfer completion: within 3 working days of sale.
• Follow-up calls completed: 100% of customers.
• Add-on service sales: 20% of deals.
• CRM customer data accuracy: 95% or higher.