After Sales Specialist

About Soum

Soum is dedicated to transforming e-commerce in the MENA region and beyond by establishing a convenient and trustworthy re-commerce marketplace. The company focuses on reshaping C2C marketplaces to make buying and selling second-hand products seamless and reliable. 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 Role of After-Sales Specialist

Soum is seeking an After-Sales Specialist to join its team in Riyadh. This full-time role involves managing the customer experience from the point of sale through vehicle handover and subsequent follow-up. The specialist ensures customer satisfaction, resolves issues efficiently, and fosters repeat business and recommendations for Soum. Candidates who can join within two weeks or less may be prioritized, though all applications are welcome.

Key Responsibilities

• Prepare vehicles for handover, ensuring cleanliness and completeness with all accessories (keys, manual, spare tire).
• Guide customers through the vehicle's condition and inspection report, highlighting key features.
• Complete handover forms with customers and document the process with photographs.
• Follow up on ownership transfer via Absher and the Traffic Department, and coordinate insurance issuance.
• Monitor financing and installment processes with finance providers as needed.
• Ensure all contracts and invoices are complete and properly archived in the system.
• Receive and log post-sale warranty requests and complaints, following up until resolution.
• Coordinate with approved maintenance workshops and the inspection team for technical issue resolution.
• Escalate complex cases to the Showroom Manager according to established procedures.
• Contact customers after order completion and vehicle receipt to confirm condition, address any issues (technical, paperwork, missing accessories), and offer further support.
• Schedule regular follow-up calls, such as within 3 days and 30 days post-handover.
• Open tickets immediately for customer-raised issues, track resolution, and confirm satisfaction.
• Accurately log all follow-up call outcomes and customer data in the CRM system.
• Offer relevant add-on services including protection, window tinting, maintenance packages, and insurance.
• Collect customer feedback and submit monthly reports on recurring issues and improvement suggestions.

Qualifications and Requirements

• Saudi nationals only.
• Minimum high school diploma. A diploma or bachelor's degree in Business Administration, Marketing, or a related field is preferred.
• At least 2-5 years of experience in after-sales or customer service within car showrooms or dealerships.
• Valid Saudi driving license.
• Knowledge of ownership transfer, insurance, and financing procedures in Saudi Arabia.

Application Process

Interested candidates are encouraged to apply. This role offers an opportunity to contribute to a fast-growing startup in the re-commerce sector.