After Sales Specialist

About Soum

Soum is dedicated to transforming e-commerce in the MENA region by establishing a convenient and trustworthy re-commerce marketplace. The company focuses on streamlining C2C transactions for second-hand products. Since its launch in July 2021, Soum has experienced rapid growth in its team and product offerings, earning recognition as one of the Top 10 LinkedIn Startups in Saudi Arabia for 2024.

The After-Sales Specialist Role

Soum is seeking an After-Sales Specialist for its car showroom in Riyadh. This full-time role is central to managing the customer experience from the point of sale through vehicle handover and subsequent follow-up. The primary objective is to ensure customer satisfaction, efficient issue resolution, and foster repeat business and referrals. Candidates who can join within two weeks or less may be prioritized, though all applicants are encouraged to apply.

Key Responsibilities

• Vehicle Handover: Prepare cars for handover, ensuring cleanliness and completeness with all accessories (keys, manual, spare tire). Guide customers through the vehicle's condition, inspection report, and key features. Document the handover with signed forms and photos.
• Paperwork and Procedures: Oversee ownership transfer via Absher and the Traffic Department, and coordinate insurance issuance. Follow up on financing and installment plans with providers as needed. Ensure all contracts and invoices are complete and archived.
• Warranty and Complaints: Receive, log, and track post-sale warranty requests and complaints until resolution. Coordinate with approved maintenance workshops and the inspection team for technical issues. Escalate complex cases to the Showroom Manager according to established procedures.
• Customer Follow-Up and Loyalty: Contact customers post-handover to confirm vehicle condition and address any issues. Schedule follow-up calls (*, 3 days and 30 days after handover). Open and resolve tickets for customer-raised issues, confirming satisfaction. Accurately log all customer data and call outcomes in the CRM system. Offer relevant add-on services such as protection, tinting, maintenance packages, and insurance. Collect customer feedback and submit monthly reports on recurring issues and improvement suggestions.

Performance Indicators

• Achieve a post-handover customer satisfaction (CSAT) score of 90% or higher.
• Maintain a Net Promoter Score (NPS) of 50 or higher.
• Ensure first response time to complaints is within 24 hours.
• Achieve a complaint resolution rate of 90% within 7 days.
• Complete ownership transfers within 3 working days of sale.
• Complete follow-up calls for 100% of customers.
• Achieve add-on service sales for 20% of deals.
• Maintain CRM customer data accuracy at 95% or higher.

Qualifications and Experience

• 2-5 years of relevant experience in an after-sales or customer service role.
• Demonstrated ability to manage customer relationships and resolve issues effectively.
• Proficiency in documenting procedures and maintaining accurate records.
• Strong communication and interpersonal skills.

Compensation

This position offers a competitive salary along with commission opportunities on add-on services.