After-Sales CX Specialist

This is a fully remote position, open to applicants in Egypt, +1 more country.

📋 Description

• Take ownership of the customer's post-sale experience starting from the signed agreement through handover and beyond.

• Act as the customer's sole point of contact for discussions, follow-ups, and inquiries until issues are resolved.

• Monitor the ownership transfer process through Absher and the Traffic Department, as well as the issuance of insurance.

• Follow up on financing and installment plans with financial providers as necessary.

• Keep customers updated throughout the transfer, insurance, and financing phases.

• Ensure that contracts and invoices are accurately completed and stored in the system.

• Receive, document, and manage post-sale warranty requests and complaints until they are resolved.

• Initiate technical cases, communicate customer descriptions to the Vehicle Inspection Specialist, and keep customers informed.

• Coordinate with authorized maintenance workshops regarding appointments, timelines, and customer logistics.

• Communicate results and next steps, close the loop via the original communication channel, and mark cases as resolved.

• Escalate complicated cases to the Showroom Manager with detailed documentation of resolution attempts.

• Reach out to customers after order completion and vehicle receipt to confirm condition and identify any issues or support needs.

• Schedule follow-up calls approximately 3 days and 30 days post-handover.

• Open tickets promptly, follow issues through to resolution, and verify customer satisfaction.

• Present relevant add-on services such as protection, window tinting, maintenance packages, and insurance.

• Maintain precise CRM tickets, including follow-up outcomes, customer data, categories, subjects, and resolution notes.

• Collect customer feedback and prepare monthly reports on recurring issues and suggestions for improvement.

• Highlight recurring problems and process deficiencies to the Showroom Manager.

• Communicate ongoing technical complaints to the Vehicle Inspection Specialist.

• Collaborate with Sales, Inspection, and Maintenance to ensure seamless customer transitions.

⛳️ Requirements

• A minimum of a high school diploma.

• A diploma or bachelor's degree in Business Administration, Marketing, or a related field is preferred.

• 1 to 3 years of experience in customer support, operations, or marketplace support.

• Proficient in Arabic and working English, both written and spoken.

• Willingness to work rotational shifts, including evenings and weekends, as needed.

• Prior experience in after-sales or customer service at car showrooms or dealerships is advantageous.

• Experience in the used car market is a plus.

• Familiarity with ownership transfer, insurance, and financing processes in Saudi Arabia is beneficial.

• Practical experience with CRM or ticketing systems is advantageous.

• Basic technical knowledge of car parts and inspection reports is a plus.

• Excellent communication skills and a courteous demeanor with customers.

• Ability to remain calm and patient while addressing complaints and upset customers.

• Competence in clear and concise writing under time constraints in both Arabic and English.

• Attention to detail and organization in managing documents and appointments.

• Comfort in navigating multiple systems within a single case.

• Strong problem-solving abilities and decision-making within designated authority.

• Capability to upsell without exerting pressure on customers.

• Proficiency in basic computer tools, including Excel, email, and internal systems.

• Ability to effectively coordinate with Sales, Inspection, and Maintenance teams.

🏝️ Benefits

• Flexible remote work arrangements.

• Full-time employment opportunity.

• Evening and weekend shift scheduling available.

• Chance to offer and sell add-on services such as protection, window tinting, maintenance packages, and insurance.