أخصائي خدمة عملاء

Role Summary
The CRM Specialist is responsible for managing and optimizing the CRM ecosystem to ensure accurate customer data, full sales pipeline visibility, and high-quality customer service performance. The role plays a critical part in enhancing customer experience, improving conversion rates, and enabling data-driven decision-making across Sales, Operations, and Marketing.

Success in This Role Looks Like

• CRM data is accurate, structured, and consistently maintained
• Leads are assigned, followed up, and converted efficiently
• Sales pipeline is fully visible with reliable forecasting
• Customer inquiries and complaints are tracked and resolved within defined SLAs
• Customer satisfaction and retention metrics are continuously improving
• Marketing efforts are clearly measurable with defined ROI
• CRM adoption across teams is high with full process compliance
• Reporting is timely, accurate, and actionable

Responsibilities

• Administer and maintain the CRM system, including configuration, user access, and workflows
• Ensure integration between CRM, Inqlha application, operations platform, marketing tools, and communication channels
• Continuously optimize CRM structure to align with business needs
• Maintain high-quality customer and lead data through validation, cleansing, and standardization
• Define and enforce data entry standards and governance rules
• Perform regular data audits and ensure accurate customer segmentation
• Monitor and analyze sales pipeline performance
• Ensure proper lead assignment, tracking, and timely follow-up
• Provide accurate pipeline reporting and sales forecasting
• Track and manage all customer interactions
• Ensure all customer issues are logged and resolved
• Coordinate with Operations, Sales, and Technical teams
• Identify recurring issues and recommend improvements
• Track and manage customer requests and orders through the Inqlha application
• Monitor user activity and behavior on the platform
• Support onboarding of new users and guide them on using the platform
• Design and implement automation workflows
• Support alignment between Marketing, Sales, and Operations teams
• Train internal users on CRM usage and best practices

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Information Systems, or a related field
• 2–4 years of experience in CRM management, customer service, or sales operations
• Hands-on experience with CRM platforms

Skills

• Strong analytical and data interpretation skills
• High attention to detail and data accuracy
• Excellent communication and cross-functional coordination
• Ability to manage multiple priorities in a fast-paced environment

Why Join Inqlha
Be part of a fast-growing digital logistics platform transforming the market. Opportunity to build and shape customer experience and CRM systems from the ground up. Continuous learning and growth in logistics, data, and digital transformation.

Join Rekaz as a Remote Customer Service Specialist
Rekaz is a leading SaaS platform designed for service businesses, simplifying the management of bookings, subscriptions, and customer relationships. Our mission is to empower small and medium-sized businesses in Saudi Arabia with efficient and scalable solutions.

Role Summary:
As a Remote Customer Service Agent, you will provide essential support to our merchants, ensuring they receive fast and clear assistance. Your role will involve managing inbound inquiries through various channels, troubleshooting product issues, and guiding users effectively.

What You Will Do:

• Respond to merchant inquiries via chat, WhatsApp, email, and calls when needed.
• Troubleshoot various product issues including bookings, subscriptions, and payments.
• Educate merchants using simple, clear guidance with visual aids.
• Accurately track and update ticket statuses.
• Identify recurring issues and provide insights for improvement.

Success Indicators:

• Fast response times and high resolution rates.
• High customer satisfaction scores.
• Effective escalations for technical bugs.

Requirements:

• Strong written communication skills in Arabic, basic English is a plus.
• Ability to manage multiple inquiries efficiently.
• Comfort with troubleshooting and learning new product features.
• Stable internet connection and a quiet workspace.

Nice to Have:

• Experience with support platforms like Zendesk or Freshdesk.
• Background in supporting small to medium-sized businesses.
• Understanding of payments and booking systems.

This is a fully remote position that may involve shift-based coverage. We offer competitive compensation, a supportive work environment, and opportunities for direct feedback with our product and engineering teams.