Aftersales Executive

About the role

A UAE-based e-commerce company is looking for a driven Aftersales Executive to deliver technical post-sales support, manage escalations and ensure outstanding customer satisfaction. The role works closely with sales, engineering and operations teams to resolve technical issues, streamline processes and build long-term customer relationships.

Key responsibilities

• Provide technical after-sales support, troubleshooting hardware and software issues
• Monitor and follow up on customer escalations until resolved
• Coordinate with engineering, sales and operations teams on complex technical problems
• Run regular customer health checks, collect feedback and spot service improvements
• Deliver technical training sessions and product demonstrations to end users
• Maintain service activity and communication records in the CRM
• Analyse service reports and KPIs to drive continuous improvement
• Ensure compliance with company policies and UAE regulatory requirements

Required profile

• Bachelor's degree in Engineering, Information Technology or a related technical field
• 2-4 years of experience in technical sales support, after-sales or post-sales roles
• Proven experience managing technical escalations and resolving issues
• Strong technical problem-solving and customer service skills, able to explain technical concepts clearly
• English communication skills and ability to work in a multicultural environment

Required skills

• CRM systems and service management tools
• Preferred: ITIL, PMP or equivalent certification; ERP or field service management software; fluency in Arabic