Customer Care Executive

Dammam, Saudi Arabia

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Job Role: Customer Care Executive (Post-Installation & Client Follow-up)

Department: Customer Care / Client Success

Reports to: Sales Director / Customer Care Manager

Location: Dammam, Saudi Arabia — Office-based

Type: Full-time

About The Role

Once our solution is sold and installed, the Customer Care Executive becomes the client’s main point of contact. Working from an assigned client list, you make sure every installation goes smoothly, every client stays satisfied, and no relationship goes cold after the sale.

This role is also a key link back to the sales team: you stay close to clients, spot when they need additional devices, flag any overdue sales follow-ups, and pass warm opportunities back so nothing is missed. In short — you protect the client relationship and help grow it.

Key Responsibilities

Post-Installation Follow-up

• Work from the assigned client list to proactively follow up after every installation.
• Call clients to confirm the installation was completed, everything is working, and they are satisfied.
• Reach out to clients who may not be aware of an upcoming or pending installation, and coordinate scheduling with the technical/installation team.
• Answer client questions and resolve service issues, or escalate to the right team.
  
  

Bridge Between the Client and Sales

• Track client touchpoints and flag when a sales follow-up visit is overdue — alerting the sales team so no client is left waiting.
• During every conversation, ask whether the client needs any additional devices or products from us.
• Capture and pass these upsell/cross-sell leads directly to the sales team so they can act on them (even when sales weren’t already aware of the opportunity).
  
  

Relationship & Records

• Build long-term, trusting relationships that drive retention and repeat purchases.
• Log every call, issue, and opportunity accurately in the CRM.
• Coordinate across sales, technical, and operations teams to keep the client experience seamless.
  
  

Requirements

• 1–3 years of customer service, client care, or call-center experience — ideally in a technical or product-based company.
• Warm, patient, and professional phone manner.
• Fluent in Arabic and English.
• Highly organized — able to manage a full client list and consistent follow-ups without letting anyone slip through.
• Comfortable using a CRM to track clients and log interactions.
• A helpful, proactive attitude with an eye for spotting sales opportunities and passing them on.
• Able to grasp the basics of our products to explain installation and answer common questions.
• Bachelor’s degree or diploma preferred.
  
  

Success Metrics (KPIs)

• Client Satisfaction: Feedback/satisfaction scores from follow-up calls.
• Follow-up Coverage: % of installed clients contacted on schedule.
• Overdue-Visit Alerts Raised: Sales gaps caught and flagged.
• Upsell Leads Passed to Sales: Number and quality of device opportunities handed over.
• Issue Resolution Time: How quickly client problems are handled or escalated.
• CRM Hygiene: Every interaction logged and up to date.
  
  

Inclusion & Diversity

At Perfect Vision, we believe in equal opportunity and are committed to creating a diverse and inclusive workplace. We warmly welcome and encourage applications from individuals with special needs (motor disabilities), as we provide fully equipped facilities and a friendly workspace designed to ensure they can perform their duties with the highest levels of comfort and professionalism.

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