Key Responsibilities:
- Serve as the primary point of contact for customer inquiries, providing prompt and professional assistance via email, phone, and live chat.
- Proactively engage with customers to understand their needs, address concerns, and identify opportunities for upselling or cross-selling.
- Guide customers through the onboarding process, ensuring a smooth and seamless transition to our platform.
- Collaborate closely with cross-functional teams, including Sales, Product Development, and Marketing, to advocate for the customer and drive product improvements.
- Monitor customer feedback and sentiment, leveraging insights to implement strategies for continuous improvement.
- Conduct training sessions and create educational materials to empower customers to maximize the value of our products.
- Maintain accurate records of customer interactions and track key metrics related to customer satisfaction and retention.
Required Skills and Qualifications:
- Bachelor’s degree in Business Administration, Marketing, or a related field.
- Proven experience in a customer-facing role, preferably in a SaaS or technology company.
- Exceptional communication skills, both written and verbal, with a keen ability to empathize and connect with customers (Saudi Dialect Required).
- Strong problem-solving skills and the ability to think creatively to resolve customer complaints.
- Proficiency in CRM software and other relevant tools for managing customer interactions.
- Ability to multitask and prioritize effectively in a fast-paced environment.
- A personal laptop and a stable internet connection are mandatory for this role.
Preferred Skills and Qualifications:
- Experience working with Freshdesk or similar customer support platforms
- A passion for technology and a willingness to learn and adapt to new technologies and processes
- Certification in customer service or related fields is a plus
Top Skills
What We Do
At Soum, we're on a mission to build a marketplace that enables users to buy and sell anything online with convenience, trust, and ease starting in the MENA market. We began with second-hand electronics in KSA, becoming market leaders, and are now expanding to used cars and collectibles. In just two years, we've facilitated hundreds of thousands of transactions across 150+ locations in the Kingdom, maintained 10,000 active listings at any given time, earned the distinction of being the 10th most downloaded e-commerce app in KSA for 2023, and received more than 5 million app downloads.
Our team, Soumers, have worked in over 14 countries from the US to South Korea. We are always on the look out for the best and brightest to join. We look beyond resumes and titles, we look for the innovators, the hungry, the go-getters. We offer them the autonomy to experiment, learn, fail, and grow.
Every transaction on Soum is guaranteed; we hold funds until the item is delivered and confirmed by the buyer, thanks to our proprietary fulfillment and payment systems. This ensures a secure and reliable marketplace experience.
Soum has pioneered a solution that have transformed digital commerce for sellers in the wider region:
Individuals: Enjoy unique home pick-up and delivery services, secure payments, and transaction guarantees for worry-free selling.
Small Businesses: Sell faster and reach a wider audience with our dedicated "Merchant App."
Teleco and retail partners: Gain optimal returns with bulk-selling options, comprehensive inspections, and efficient warehouse management.
We deploy AI models to power our marketplace with personalized recommendations, dynamic pricing, predictive analytics, and fraud detection, ensuring a smarter, safer, and more efficient platform for our users.
Soum is backed by local and regional investors including, amongst others, Jahez Group, Isometry Capital, and Al Rajhi Partners and have raised $22Mn to date.
