After-Sales Specialist

Role overview

Vehicle handover

• Prepare each car for handover, ensuring it is clean and includes accessories such as keys, manual, and spare tyre.
• Explain the car's condition, inspection report, and key features to the customer.
• Complete the handover form with the customer and document the handover with photos.

Paperwork and procedures

• Follow up on ownership transfers through Absher and the Traffic Department and coordinate insurance issuance.
• Follow up with finance providers on financing and instalments when needed.
• Ensure contracts and invoices are complete and archived in the system.

Warranty and customer follow-up

• Log warranty requests and complaints and follow them through closure.
• Coordinate with approved maintenance workshops and the inspection team to resolve technical issues; escalate complex cases to the Showroom Manager.
• Contact customers after delivery to check vehicle condition and any technical, paperwork, or accessory issues; schedule follow-ups, for example at 3 and 30 days.
• Open tickets for reported issues, follow through to resolution, and confirm customer satisfaction.
• Log customer data and follow-up outcomes in the CRM system.

Loyalty and improvement

• Offer add-on services such as protection, window tinting, maintenance packages, and insurance.
• Gather customer feedback and submit monthly reports on recurring issues and improvement suggestions.
• Performance indicators include CSAT of at least 90%, NPS of at least 50, first complaint response within 24 hours, and 90% of complaints resolved within 7 days.
• Other indicators include ownership transfer within 3 working days, follow-up calls for all customers, add-on service sales on 20% of deals, and CRM data accuracy of at least 95%.

Qualifications and requirements

• High school diploma required; a diploma or bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• At least 2 years of after-sales or customer-service experience at car showrooms or dealerships; valid Saudi driving licence required.
• Knowledge of Saudi ownership transfer, insurance, and financing procedures required.
• Fluent Arabic and good English required.
• Used-car market experience, CRM experience, and basic car-parts or inspection-report knowledge are nice to have.
• Strong communication, patience, organization, problem-solving, decision-making, and non-pressuring upselling skills; proficiency with basic computer tools including Excel, email, and internal systems.

Benefits

• Competitive salary plus commission on add-on services; no salary amount or pay cadence is specified.
• Medical insurance, training, and career growth opportunities are described.

About Soum