Customer Service Executive

Job Role / Purpose

The Customer Service Executive will support the Sales Team in executing strategies to improve customer satisfaction, streamline service processes, and drive customer loyalty for the Salama Automotive product portfolio.

The role focuses on managing customer interactions, building and maintaining strong customer relationships, and addressing customer inquiries and complaints to ensure seamless operations and positive customer experiences. The position requires active engagement in customer support, service process management, and collaboration with the sales team to contribute to the company’s overall growth and customer retention objectives.

The ideal candidate should have a solid understanding of customer service principles, strong communication and problem-solving skills in both Arabic and English, and prior experience in customer service or support roles. A proactive approach in managing customer queries and supporting strategic goals set by the Line Manager is essential.

Key Accountabilities

• Handle customer inquiries promptly and professionally, providing accurate product and service information.
• Provide and support MTO & MTS process orders and ensure timely delivery. Coordinate with Operations team for order status.
• Address complaints and escalate unresolved issues; provide compensation solutions where applicable
• Support trade loyalty programs and track customer engagement.
• Conduct regular customer satisfaction surveys and analyze feedback.
• Communicate pricing updates and ensure customers are informed promptly.
• Monitor overdue payments and follow up with customers for resolution.
• Coordinate and drive Sales Blitz initiatives and Workshop Endorsement Programs to boost sales.
• Assist in identifying and supporting efforts to acquire new customers.
• Maintain and update the customer database regularly.
• Stay updated on product offerings and provide insights to customers.

Requirements

Qualifications & Experience:

• Minimum Qualifications: Graduate/Postgraduate in Sales, Business Management, or related field
• Minimum Experience: 3 years in sales and customer service functions
• Proven experience in sales, customer service, and customer relationship management

Skills & Functional Knowledge:

• Excellent communication, negotiation, and presentation skills in Arabic and English
• Proficiency in Microsoft Office Suite and CRM software
• Problem-solving and critical thinking
• Customer and market segmentation
• Sales and commercial awareness
• Competitor analysis, lead generation, and prospecting
• Data collection and analysis
• Customer service orientation, project coordination, time management, and prioritization

Job-Specific Competencies:

• Lead generation and converting prospects into sales opportunities
• Collaboration and teamwork in a cross-functional environment
• Result-oriented and proactive approach to achieving targets
• Analytical skills for data and market research
• Understanding of sales and marketing principles and execution of campaigns
• Attention to detail and accuracy in reporting and data management

Management Competencies:

• Customer and team focused
• Appreciation of cultural diversity
• Effective communication and engagement
• Operational planning and support
• Problem-solving, teamwork, and collaboration