The VIP Aftersales Specialist is responsible for delivering exceptional post-purchase customer support by managing after-sales inquiries, complaints, and service recovery for VIP customers and high-value orders.
The role focuses on providing premium customer experiences, protecting customer loyalty, reducing unnecessary returns and refunds through effective negotiation, ensuring timely case resolution, and maintaining operational excellence through cross-functional collaboration and adherence to service standards.
Main Responsibilities
- VIP Aftersales Case Management
- Manage end-to-end after-sales customer interactions across calls, chat, email, WhatsApp, and other customer touchpoints by handling returns, replacements, refunds, damaged items, delivery follow-ups, order modifications, and urgent delivery requests while ensuring timely and professional resolution.
- Customer Complaint Resolution & Service Recovery
- Handle customer complaints, complex after-sales cases, and service recovery initiatives by identifying root causes, providing practical solutions, maintaining customer confidence, and delivering a premium customer experience.
- Customer Retention & Negotiation
- Utilize strong communication, negotiation, and objection-handling skills to retain customers by recommending suitable alternatives such as replacements, exchanges, repairs, store credit, or alternative products where appropriate, while minimizing unnecessary returns, refunds, and cancellations.VIP Customer Experience
- Deliver personalized support to VIP customers and customers with high-value orders by providing proactive communication, close case ownership, timely follow-up, and premium service standards throughout the customer journey.
- Cross-Functional Collaboration
- Coordinate closely with Logistics, Warehouse, Procurement, Suppliers, Finance, Sales, and Customer Service teams to resolve customer concerns, expedite service requests, and ensure seamless case resolution.
- Case Ownership & Follow-UpTake full ownership of assigned customer cases by providing regular updates, monitoring progress, following through until final resolution, and ensuring all customer commitments are fulfilled within agreed timelines.
- Service Quality & Operational Compliance
- Ensure all customer cases are handled in accordance with company policies, service standards, SOPs, SLA requirements, and operational procedures while maintaining accurate documentation and service consistency.
- Reporting & Documentation
- Maintain complete and accurate records of customer interactions, complaints, resolutions, and follow-up activities within CRM and customer support systems while providing updates and operational insights when required.
- Process Improvement
- Identify recurring customer concerns, operational bottlenecks, system issues, and service improvement opportunities while recommending practical solutions that enhance customer satisfaction, operational efficiency, and after-sales performance.
Minimum Requirements
- Highest Academic/Vocational Qualification
- Bachelor's Degree or Diploma in Business Administration, Customer Service, Communications, Retail Management, Hospitality, or a related field.
- Relevant Work Experience Minimum 2–3 years of experience in after-sales support, customer service, customer retention, contact center, or a similar customer-facing role.
- Proven experience handling customer complaints, returns, replacements, refunds, delivery concerns, and escalation management.
- Previous experience in sales, customer retention, objection handling, or negotiation is highly preferred.
- Experience supporting VIP customers, luxury retail, furniture, e-commerce, or high-value products is a strong advantage.
- Language Spoken Fluent in Arabic and English (mandatory)
Key Skills
- VIP customer relationship management
- After-sales support and case management
- Customer complaint resolution and service recovery
- Customer retention and negotiation
- Objection handling and conflict resolution
- Customer communication across multiple channels
- Cross-functional collaboration
- Case ownership and follow-up management
- Problem-solving and decision-making
- Strong interpersonal, communication, and emotional intelligence skills
- System Proficiency
- Freshdesk, Freshchat, or similar customer support platforms
- CRM and ticketing systems
- Shopify or similar order management platforms
- Omnichannel communication platforms (Calls, Chat, Email, WhatsApp)
- Microsoft Excel and Microsoft Office Suite
- SLA monitoring, workflow management, case tracking, and reporting tools
