CRM Representative

WheeKeep; Jeddah; On-site; SAR 67,000 - 134,000; Full time

Job summary

WheeKeep seeks a CRM Representative to manage incoming customer enquiries across WhatsApp, phone and web, qualify leads, issue quotations, and pursue follow-ups until a sale closes or a clear reason is recorded. You will keep CRM records accurate and up to date.

Ideal candidates will have 1–3 years in customer service or inside sales, native Arabic with fluent English, and experience with CRM tools (e.g., Odoo).

Qualifications

• Diploma or Bachelor's degree in Business Administration, Marketing, or a related field.
• 1–3 years of experience in customer service, inside sales, call centre, or CRM-based lead handling.
• Native Arabic with fluent English.
• Strong communication and negotiation skills.

Responsibilities

• Respond to inquiries via WhatsApp, phone, and website promptly within shift hours.
• Qualify leads, capture customer details, and generate quotations.
• Maintain accurate CRM records and update stages and notes after each interaction.
• Provide regular reports on response times, quotations, and conversions.

Skills

Communication skills

Negotiation skills

Education

Diploma or Bachelor's degree in Business Administration or Marketing

Tools

Odoo CRM

Job description

We are seeking a CRM Representative to own the response and follow-up of every incoming customer enquiry. The ideal candidate will be responsible for replying to leads quickly across WhatsApp, phone and web, qualifying them, issuing quotations, and following up consistently until the customer either books or is closed with a clear reason — while keeping every record in the CRM accurate and up to date.

Key Responsibilities:

1. Lead Response:

• First Response: Reply to every incoming enquiry — WhatsApp, phone call, website form, and pod QR — within the agreed response time during working hours.
• Coverage: Ensure no enquiry goes unanswered, including during evening hours and weekend shifts.
• Contact Attempts: Work a defined sequence of contact attempts across call and WhatsApp, at different times of day, before a lead is marked unreachable.

2. Qualification and Quotation:

• Qualify: Confirm the city, the storage need, the required date, and a valid contact number before moving a lead forward.
• Capture: Record customer segment (B2B or B2C), pod type required, expected duration, and how the customer found us.
• Quote: Prepare and send accurate quotations in line with the approved price list and discount matrix.

3. Follow-Up and Pipeline Management:

• Follow-Up Cadence: Chase every open quotation on the agreed schedule — confirmation, call, reminder, and a final decision call — until the customer converts or declines.
• Pipeline Hygiene: Keep every lead in the correct CRM stage and move it forward or close it; no lead is left open without a next step.
• Closure: Record a clear, correct reason for every lost or disqualified lead.

4. CRM Data Quality and Reporting:

• Data Entry: Log every call, message, attempt, and quotation in the CRM on the same day.
• Accuracy: Maintain complete and consistent customer records, including contact details, city, segment, and requirements.
• Reporting: Provide regular updates on response times, open quotations, conversions, and lost reasons to the Sales Lead.

Qualifications:

• Diploma or Bachelor’s degree in Business Administration, Marketing, or a related field.
• 1–3 years of experience in customer service, inside sales, call centre, or CRM-based lead handling.
• Native Arabic with fluent English.
• Strong communication and negotiation skills.

Desired Skills:

• Experience with CRM software (e.g., Odoo).
• Experience handling high volumes of WhatsApp Business conversations.
• Highly organised and disciplined in follow-up — persistent without being pushy.
• Detail-oriented with a focus on accurate record-keeping and customer experience.
• Background in storage, moving, logistics, real estate, or facilities is an advantage.

Work Environment:

• Fast-paced office environment with a focus on teamwork and responsiveness.
• Shift-based coverage across the working week, including evening and weekend hours.
• Opportunities for professional development and career growth.