After-Sales CX Specialist

🔥 1 hour ago

🌐 Egypt, Yemen, +1 more countries – Remote

🇪🇬 Egypt – Remote 🇾🇪 Yemen – Remote 🇮🇶 Iraq – Remote

⏰ Full Time

🟢 Junior

🤑 Sales

🚫👨‍🎓 No degree required

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Soum

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

Soum is on a mission to reimagine recommerce in the MENA region and beyond, building the most convenient, trustworthy, and transparent recommerce marketplace in the region. Launched in July 2021, Soum is one of the fastest growing startups in the region.

📋 Description

• Own the customer's post-sale journey from signed sale through handover and beyond • Serve as the customer's single point of contact for conversations, follow-ups, and requests until resolution • Follow up on ownership transfer via Absher and the Traffic Department, and on insurance issuance • Follow up on financing and installments with finance providers when needed • Keep customers informed throughout transfer, insurance, and financing stages • Ensure contracts and invoices are complete and archived in the system • Receive, log, and follow up on post-sale warranty requests and complaints until closure • Open technical cases, relay customer descriptions to the Vehicle Inspection Specialist, and keep customers updated • Coordinate with approved maintenance workshops on appointments, timelines, and customer logistics • Communicate outcomes and next steps, close the loop on the original channel, and mark cases resolved • Escalate complex cases to the Showroom Manager with documented resolution attempts • Contact customers after order completion and vehicle receipt to confirm condition and identify issues or support needs • Schedule follow-up calls, including approximately 3 days and 30 days after handover • Open tickets immediately, follow issues through resolution, and confirm customer satisfaction • Offer relevant add-on services such as protection, window tinting, maintenance packages, and insurance • Maintain accurate CRM tickets, follow-up outcomes, customer data, categories, subjects, and resolution notes • Gather customer feedback and submit monthly reports on recurring issues and improvement suggestions • Flag repeat issues and process gaps to the Showroom Manager • Share recurring technical complaints with the Vehicle Inspection Specialist • Coordinate with Sales, Inspection, and Maintenance to ensure smooth customer handoffs

🎯 Requirements

• High school diploma at minimum • Diploma or bachelor's degree in Business Administration, Marketing, or a related field preferred • 1 to 3 years in customer support, operations, or marketplace support • Fluent in Arabic and working English, written and spoken • Willingness to work rotational shifts, including evenings and weekends, as required • Previous experience in after-sales or customer service at car showrooms or dealerships is a plus • Previous experience in the used car market is a plus • Knowledge of ownership transfer, insurance, and financing procedures in Saudi Arabia is a plus • Hands-on experience with CRM or ticketing systems is a plus • Basic technical knowledge of car parts and inspection reports is a plus • Strong communication skills and a courteous manner with customers • Calm and patient when handling complaints and upset customers • Clear and brief writing under time pressure in both Arabic and English • Accuracy and organization in tracking documents and appointments • Comfort working across multiple systems within a single case • Ability to solve problems and make decisions within authority • Ability to upsell without pressuring customers • Proficiency in basic computer tools, including Excel, email, and internal systems • Ability to coordinate effectively with Sales, Inspection, and Maintenance teams

🏖️ Benefits

• Remote work arrangement • Full-time employment • Evening and weekend shift scheduling • Opportunity to offer and sell add-on services such as protection, window tinting, maintenance packages, and insurance

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