CRM Staff / Digital Customer Service

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Job Description

1. Handle customer inquiries from digital channels, provide initial product information, qualify leads, and ensure timely handover to Sales.
2. Maintain accurate and up-to-date customer/lead data, including lead source, project details, Sales PIC, and lead status.
3. Monitor lead progress, coordinate with Sales for updates, and follow up on leads that require further action.
4. Prepare regular CRM reports and provide insights on lead quality, customer needs, lost reasons, and opportunities for process improvement.
5. Handle CRM-related administrative tasks, documentation, and other operational activities to support the Digital & CRM team.

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Job Requirements

• Bachelor’s degree in Marketing, Business Administration, Communication, or related field.
• 1–2 years of experience in Customer Service, CRM, Sales Administration, Digital Customer Service, or related roles.
• Excellent communication and interpersonal skills with a customer-oriented mindset.
• Comfortable handling inquiries through WhatsApp, social media, email, and other digital channels.
• Familiar with CRM systems, lead management, and sales coordination.
• Strong attention to detail with good data management and reporting skills.
• Proficient in Microsoft Excel.
• Proactive, organized, responsive, and able to manage multiple tasks effectively.
• Experience in the building materials or related industry is a plus.