Customer Support Representative Al Futtaim Automotive FAMCO

About the Role

Al-Futtaim is seeking a Customer Support Representative to join the Aftersales team at Al Futtaim Automotive FAMCO in Riyadh, Saudi Arabia. This full-time position serves as the primary point of contact between customers and the branch aftermarket team, ensuring customers receive timely support for their parts and service requirements.

Role Purpose and Contribution

The Customer Support Representative plays a key role in fostering strong customer relationships and identifying opportunities for parts and service sales. This position is integral to supporting the team in achieving high levels of customer satisfaction and contributing to business growth. The role requires a proactive approach and a clear understanding of the importance of consistent follow-up.

Key Responsibilities

• Act as the first point of contact for customers, managing requests related to parts, service, and aftermarket support.
• Maintain regular customer engagement through field visits, follow-ups, and scheduled customer calls.
• Build and sustain strong customer relationships by understanding their specific requirements, buying trends, and service needs.
• Identify sales opportunities for parts, service contracts, preventive maintenance, and other aftermarket solutions.
• Coordinate effectively with internal teams, including parts, service, workshop, sales, and technical support, to ensure efficient handling of customer requirements.
• Prepare and present quotations, estimates, and service-related updates in collaboration with the branch team.
• Monitor customer parts and service requirements to ensure timely delivery and completion of jobs.
• Maintain accurate customer information, call reports, and sales activity records using CRM or other relevant systems.
• Support the achievement of sales, gross profit, market share, and customer satisfaction targets.
• Handle customer concerns professionally and facilitate prompt resolution of any service-related issues.
• Adhere to company policies, quality standards, and Health, Safety and Environment procedures at all times.

Team and Collaboration

This role is part of the Aftersales team and involves close collaboration with regional managers, service teams, parts teams, workshop staff, sales colleagues, suppliers, and customers. The team is dedicated to providing reliable parts and service support, enhancing customer loyalty, and ensuring customers' equipment operates efficiently.

Candidate Profile

The ideal candidate will be proactive and customer-focused, demonstrating an enjoyment for working closely with customers. A strong understanding of the importance of follow-up and a motivation for service excellence and business growth are essential for success in this role.

Work Location

This full-time position is based in Riyadh, Riyadh, Saudi Arabia.