CRM Representative📣 Job Ad

About WheeKeep and the Role

WheeKeep is seeking a CRM Representative to join our full-time team in Jeddah, Makkah, Saudi Arabia. This role is central to managing customer inquiries from initial contact through to booking or clear closure, ensuring all interactions are accurately recorded within the CRM system. We are looking for a candidate with 5-10 years of relevant experience.

Role Overview

The CRM Representative is responsible for the entire customer inquiry lifecycle, from prompt initial response to consistent follow-up and accurate record-keeping. This involves engaging with potential customers across multiple channels, qualifying their needs, providing quotations, and managing the sales pipeline effectively.

Key Responsibilities

• Respond to all incoming customer enquiries via WhatsApp, phone, website forms, and pod QR within agreed response times during working hours.
• Ensure comprehensive coverage for all enquiries, including during evening hours and weekend shifts, following a defined sequence of contact attempts before marking a lead unreachable.
• Qualify leads by confirming essential details such as city, storage requirements, desired dates, and valid contact information.
• Capture critical customer data, including segment (B2B or B2C), required pod type, expected duration, and how the customer found us.
• Prepare and issue accurate quotations in accordance with approved price lists and discount matrices.
• Manage the follow-up cadence for all open quotations, adhering to a structured schedule of confirmations, calls, and reminders until conversion or decline.
• Maintain pipeline hygiene by accurately updating CRM stages for all leads, ensuring no lead is left open without a defined next step.
• Record clear and correct reasons for all lost or disqualified leads to support reporting and analysis.
• Log all customer interactions, including calls, messages, attempts, and quotations, in the CRM system on the same day.
• Ensure the accuracy and completeness of customer records, including contact details, city, segment, and specific requirements.
• Provide regular reports to the Sales Lead on key metrics such as response times, open quotations, conversion rates, and reasons for lost opportunities.

Work Environment

This position operates within a fast-paced office environment that emphasizes teamwork and responsiveness. The role requires shift-based coverage throughout the working week, including evening and weekend hours, to ensure continuous customer engagement.

Experience Required

Candidates must possess 5 to 10 years of experience in a CRM or customer service role, with a proven track record in lead management, qualification, quotation, and follow-up processes.