After Sales Customer Experience

2 weeks ago

Doha, Baladīyat ad Dawḩah, Qatar Edition Motors Car Services Full time 20,000 - 60,000 per year

The After-Sales Customer Experience Representative is responsible for ensuring every client receives a seamless, premium experience after their vehicle has been serviced. This role focuses on customer retention, satisfaction, and loyalty by proactively following up with clients, addressing their feedback, managing service quality communication, and building long-term relationships that reflect the high standards of Edition Motors.

Key Responsibilities:

  • Customer Follow-Up & Retention
  • Contact customers after service completion to ensure satisfaction with work performed.
  • Conduct follow-up calls or messages within 24–48 hours to gather feedback and resolve any concerns promptly.
  • Schedule periodic check-ins (e.g., 30-day and 90-day follow-ups) to encourage return visits and build loyalty.
  • Customer Relationship Management
  • Maintain detailed records of customer interactions, preferences, and feedback in the CRM system.
  • Send personalized service reminders, warranty updates, and maintenance offers.
  • Coordinate with the marketing team to implement loyalty programs, referral campaigns, and seasonal promotions.
  • Service Quality Communication
  • Work closely with service advisors and workshop teams to track job status and ensure clients receive accurate and timely updates.
  • Escalate and follow through on any service issues or complaints to guarantee full resolution and client satisfaction.
  • Prepare weekly customer satisfaction reports and propose improvement initiatives.
  • Experience Enhancement
  • Welcome customers at delivery, explain completed work clearly, and offer future care recommendations.
  • Ensure that customers receive value-added experiences such as thank-you messages, complimentary inspections, or special event invitations.
  • Contribute ideas for improving the customer journey from booking to follow-up.

Qualifications & Skills:

  • Minimum 3 years' experience in customer service, client relations, or after-sales roles, preferably in the automotive or luxury service industry.
  • Strong communication and interpersonal skills; able to build trust and rapport with high-end clientele.
  • Excellent organizational and follow-up skills with a detail-oriented mindset.
  • Proficiency with CRM systems and Microsoft Office tools.
  • Bilingual (Arabic and English) preferred.

Job Type: Full-time

Pay: QAR3, QAR5,000.00 per month

Experience:

  • Sales : 4 years (Preferred)

Language:

  • arabic (Required)

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