Sales Support

The Sales Support is responsible for providing efficient and professional support to customers after the vehicle purchase. The role focuses on handling customer inquiries, coordinating after-sales service requests, following up on vehicle license renewals, and ensuring that customer requests are completed accurately and on time.

The position serves as a key point of contact between customers and internal departments, ensuring smooth communication, timely follow-up, and a positive customer experience throughout the after-sales journey.

Key Responsibilities

1. Customer Support

• Handle customer inquiries through phone calls, emails, and other communication channels.
• Provide accurate and timely information regarding after-sales services, procedures, and customer requests.
• Maintain a professional and customer-focused approach when handling inquiries and complaints.
• Escalate complex customer issues to the relevant department or supervisor when required.

2. After-Sales Service Support

• Coordinate and follow up on customer requests related to after-sales services.
• Liaise with relevant departments to ensure customer requests are processed and completed within the expected timeframe.
• Keep customers informed about the status of their requests and provide regular updates.
• Ensure that customer concerns and feedback are properly recorded and communicated internally.

3. Vehicle License Renewal Services

• Coordinate and follow up on vehicle license renewal requests.
• Contact customers whose vehicle licenses are approaching their expiry date and provide the necessary information regarding the renewal process.
• Verify that the required customer and vehicle information/documents are complete and accurate.
• Coordinate with the relevant internal teams and authorities, where applicable, to facilitate the renewal process.
• Maintain accurate records of renewal requests, completed transactions, pending cases, and upcoming renewals.
• Follow up on pending renewals to ensure they are completed within the required timeframe.

4. Customer Follow-Up

• Proactively contact customers regarding pending requests, renewals, and required actions.
• Ensure that customer inquiries and requests are followed up within agreed timelines.
• Maintain a clear record of customer interactions and follow-up actions.
• Identify delayed or unresolved cases and escalate them appropriately.

5. Complaint & Feedback Management

• Receive and handle customer complaints professionally and efficiently.
• Understand the customer's concern and take appropriate action to resolve or escalate the issue.
• Communicate recurring customer feedback to the relevant departments to support service improvement.
• Maintain records of complaints and their resolution status.

6. Data & Administrative Support

• Maintain accurate and up-to-date customer and vehicle information.
• Prepare regular reports related to customer requests, license renewals, pending cases, and completed transactions.
• Use CRM systems, Excel, and other relevant systems to record and track customer activities.
• Ensure confidentiality and accuracy when handling customer information and documents.

7. Cross-Functional Coordination

• Coordinate with Sales, Service, Finance, Administration, and other relevant departments to address customer requirements.
• Ensure smooth communication between customers and internal teams.
• Support the team in improving customer service processes and reducing delays.

8. General Responsibilities

• Perform other duties and responsibilities as assigned by the direct manager.
• Comply with company policies, procedures, and customer service standards.
• Contribute to achieving departmental objectives and maintaining a high level of customer satisfaction.

• Education: Bachelor's degree in Business Administration, Marketing, Customer Service, or a related field.
• Experience: 2–4 years of experience in customer service, after-sales support, administration, or a similar role.
• Languages: Proficiency in Arabic and English.
• Computer Skills: Good knowledge of Microsoft Office, particularly Excel, and experience using CRM or customer management systems is preferred.