After-Sales CX Specialist

About the role

Soum's car showroom is where customers meet the brand face to face. The After-Sales Customer Experience Specialist owns the customer's journey from the moment a sale is signed, through handover and beyond, acting as the single point of contact after the sale. When a customer raises a technical concern, the specialist owns the customer side of the case and works with the Vehicle Inspection Specialist, who owns the technical assessment. The role is full-time and remote, with evening and weekend shifts.

Key responsibilities

• Follow up on ownership transfer via Absher and the Traffic Department, insurance issuance, and financing and installments, keeping the customer informed at each stage
• Receive and log post-sale warranty requests and complaints, coordinate with approved maintenance workshops, and escalate complex cases to the Showroom Manager
• Contact every customer after handover to confirm the car arrived in agreed condition and schedule follow-up calls (e.g., within 3 days and again 30 days later)
• Open tickets for issues raised by customers, follow them through to resolution, and offer add-on services such as protection, window tinting, maintenance packages and insurance
• Log tickets and outcomes accurately in the CRM, gather customer feedback and submit a monthly report on recurring issues, and share technical complaints with the Inspection team

Required profile

• High school diploma at minimum; a diploma or bachelor's degree in Business Administration, Marketing or a related field is preferred
• 1 to 3 years in customer support, operations or marketplace support
• Fluent Arabic and working English, written and spoken
• Willingness to work rotational shifts, including evenings and weekends
• Nice to have: previous after-sales or dealership customer service experience, used car market experience, knowledge of ownership transfer, insurance and financing procedures in Saudi Arabia, and basic technical knowledge of car parts and inspection reports

Required skills

• CRM and ticketing systems
• Basic computer tools, including Excel, email and internal systems
• Strong communication, complaint handling, and upselling without pressuring the customer