After-Sales Specialist

About Us Soum is on a mission to revolutionize e-commerce in the MENA region and beyond by building the most convenient and trustworthy re-commerce marketplace in the region. We're reshaping how C2C marketplaces operate, making buying and selling second-hand products seamless and reliable. Since our launch in July 2021, Soum has become one of the fastest-growing startups in the region, achieving rapid expansion in both our team and product offerings. In recognition of our impact and growth, we were proudly named one of the Top 10 LinkedIn Startups in Saudi Arabia for 2024. Role Overview Soum's car showroom is where customers meet the brand face to face. The After-Sales Specialist owns the customer experience from the moment a sale is signed through handover and beyond. The goal is to ensure every customer leaves confident in their purchase, any issue is resolved quickly, and buyers become repeat customers who recommend Soum. This is an urgent hiring opportunity. Candidates who can join within two weeks or less may be prioritized during the selection process. However, candidates with longer notice periods are still welcome to apply and will be considered.

Vehicle Handover Prepare each car for handover, making sure it is clean and complete with all accessories: keys, manual, and spare tyre. Walk the customer through the car's condition and inspection report, and introduce its key features. Sign the handover form with the customer and document it with photos. Paperwork & Procedures Follow up on ownership transfer via Absher and the Traffic Department, and on insurance issuance with the relevant parties. Follow up on financing and instalments with finance providers when needed. Ensure contracts and invoices are complete and archived in the system. Warranty & Complaints Receive post-sale warranty requests and complaints, log them, and follow up until closed. Coordinate with approved maintenance workshops and the inspection team to resolve technical issues. Escalate complex cases to the Showroom Manager in line with approved procedures. Follow-Up & Customer Loyalty Contact every customer after their order is completed and the car is received, to confirm the car arrived in the agreed condition, that they have faced no technical, paperwork, or missing-accessory issues since handover, and whether they need further service or support. Schedule regular follow-up calls, for example within 3 days and again 30 days after handover. Open a ticket immediately for any issue the customer raises, follow it through to resolution, then check back to confirm they are satisfied. Log the outcome of every follow-up call and all customer data accurately in the CRM system. Offer relevant add-on services such as protection, window tinting, maintenance packages, and insurance. Gather customer feedback and submit a monthly report on recurring issues and improvement suggestions.

Saudi nationals only. High school diploma at minimum. A diploma or bachelor's degree in Business Administration, Marketing, or a related field is preferred. At least 2 years of experience in after-sales or customer service at car showrooms or dealerships. Valid Saudi driving licence. Knowledge of ownership transfer, insurance, and financing procedures in Saudi Arabia. Fluent in Arabic and good English. Nice to Have Previous experience in the used car market. Hands-on experience with CRM systems. Basic technical knowledge of car parts and inspection reports.

Strong communication skills and a courteous manner with customers. Calm and patient when handling complaints and upset customers. Accurate and organised in tracking documents and appointments. Able to solve problems and make decisions within their authority. Skilled at upselling without pressuring the customer. Proficient in basic computer tools, including Excel, email, and internal systems. A team player who coordinates well with Sales, Inspection, and Maintenance

Post-handover customer satisfaction (CSAT): 90% or higher. Net Promoter Score (NPS): 50 or higher. First response time to complaints: within 24 hours. Complaint resolution rate: 90% within 7 days. Ownership transfer completion: within 3 working days of sale. Follow-up calls completed: 100% of customers. Add-on service sales: 20% of deals. CRM customer data accuracy: 95% or higher.

Competitive salary plus commission on add-on services. Medical insurance. A fast-growing Saudi tech company. Training and career growth opportunities.