CRM Representative

About the Role

We are looking for a dedicated CRM Representative to manage and respond promptly to all incoming customer inquiries. This role involves engaging with leads through WhatsApp, phone calls, and online forms, qualifying their requirements, providing quotations, and persistently following up until the lead either converts to a booking or is closed with a valid reason. Maintaining accurate and up-to-date records within the CRM system is paramount.

Primary Duties

• Respond quickly to every incoming message or call via WhatsApp, phone, website forms, and pod QR codes within set timelines during working hours.
• Ensure complete coverage so that no inquiries go unanswered, including during evening shifts and weekends.
• Follow a structured series of contact attempts across calls and WhatsApp at varying times before categorizing leads as unreachable.
• Verify essential details such as city location, storage needs, required dates, and valid contact information prior to advancing leads.
• Capture critical data points such as customer type (B2B or B2C), desired pod type, expected duration, and lead source.
• Generate and send accurate quotations adhering to approved pricing and discounts.
• Persistently follow up on open quotations according to scheduled reminders until the customer confirms or declines.
• Maintain meticulous pipeline hygiene by updating leads to appropriate CRM stages or closing them with clear next steps.
• Document explicit reasons for all lost or disqualified leads.
• Log every communication attempt, message, call, and quotation entry in the CRM the same day to ensure data accuracy.
• Keep comprehensive and consistent customer records including contact details, geographic information, and segmentation.
• Provide regular reports to the Sales Lead detailing response metrics, quotation statuses, conversion rates, and reasons for lost leads.

Candidate Qualifications

• Diploma or Bachelor's degree in Business Administration, Marketing, or similar fields.
• Between 1 to 3 years of experience in customer service, inside sales, call centers, or CRM-driven lead management.
• Native proficiency in Arabic coupled with fluent English communication skills.
• Strong skills in communication and negotiation.

Preferred Abilities

• Familiarity with CRM platforms, such as Odoo.
• Previous experience managing large volumes of WhatsApp Business communications.
• Highly organized, disciplined, and persistent in follow-ups without being overbearing.
• Attention to detail with a focus on precise data keeping and customer satisfaction.
• Relevant background in logistics, storage, moving services, real estate, or facilities management is advantageous.

Workplace Environment and Conditions

• Dynamic office setting emphasizing teamwork and quick responsiveness.
• Shift work including evenings and weekends to maintain inquiry coverage.
• Career advancement opportunities with professional growth prospects.