After Sales Specialist

About Soum

Soum is an e-commerce platform focused on revolutionizing the re-commerce marketplace in the MENA region. The company aims to provide a convenient and trustworthy platform for buying and selling second-hand products. Since its launch in July 2021, Soum has experienced rapid growth, expanding its team and product offerings, and was recognized 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 manage the customer experience from the point of sale through vehicle handover and beyond. This full-time position is based in Riyadh, Saudi Arabia, and requires 2-5 years of relevant experience. The specialist will ensure customer satisfaction, efficient issue resolution, and foster repeat business and recommendations for Soum. A competitive salary plus commission on add-on services is offered. Candidates available to join within two weeks may be prioritized, though all applications will be considered.

Key Responsibilities

• Vehicle Handover: Prepare cars for handover, ensuring cleanliness and completeness with all accessories (keys, manual, spare tire). Guide customers through the car's condition, inspection report, and key features. Document handover with signed forms and photos.
• Paperwork and Procedures: Follow up on ownership transfer via Absher and the Traffic Department, and insurance issuance. Coordinate financing and installments with providers as needed. Ensure contracts and invoices are complete and archived.
• Warranty and Complaints: Receive, log, and follow up on 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 Loyalty and Follow-Up: Contact customers post-handover to confirm satisfaction and address any issues. Schedule regular follow-up calls (*, 3 and 30 days after handover). Open and resolve customer issues, then confirm satisfaction. Accurately log all customer data and call outcomes in the CRM system.
• Add-on Services and Feedback: Offer relevant 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

• 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.
• Resolve 90% of complaints 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 experience in an after-sales or customer service role, preferably within the automotive or e-commerce sector.
• Demonstrated ability to manage customer relationships and resolve issues effectively.
• Proficiency in managing documentation and following up on administrative procedures.
• Experience with CRM systems for accurate data logging and customer interaction tracking.
• Strong communication and interpersonal skills.

Application Process

Interested candidates are encouraged to apply. While immediate availability is an advantage, all qualified applicants will be considered for this role in Riyadh.