CRM Representative

The CRM Representative serves as the key contact point for managing customer interactions, inquiries, and feedback across various channels (showrooms, online, and corporate clients). The role ensures smooth data entry, timely customer follow-up, and effective coordination with Sales, Production, and Dispatch teams through the CRM system.

This position is crucial for maintaining excellent customer service standards and supporting the company’s reputation for quality and reliability in the furniture industry.

This position also includes ongoing training and industry awareness initiatives to ensure the CRM Representative stays updated with product knowledge, customer trends, and competitive market insights – especially in Furniture, FMCG, or Manufacturing industries.

Key Responsibilities

Manage customer records, leads, and inquiries within the CRM system.

Ensure all customer data is accurately entered, updated, and categorized (Projects, Retail, Dealers, Corporate, Online).

Respond to customer queries via phone, email, WhatsApp, or social media and ensure timely resolution.

Coordinate with Sales, Planning, and Dispatch teams to follow up on quotations, orders, and deliveries.

Generate and maintain CRM reports such as daily inquiries, quotation follow-ups, pending orders, and service feedback.

Track marketing and promotional campaign responses through CRM dashboards.

Support digital marketing and showroom teams with customer data segmentation for targeted campaigns.

Ensure compliance with company service standards and maintain professional communication with all clients.

Escalate customer complaints to the relevant department and ensure closure tracking through CRM.

Assist management with customer satisfaction surveys and after‑sales service performance.

Required Education & Qualifications

Minimum Education : FSC / Bachelor’s degree in Commerce, or Computer Science.

ERP / MIS Data Entry & Reporting Training.

Experience

2–5 years of experience in CRM, Customer Service, or Sales Coordination roles in any industry.

Prior experience using CRM or ERP-based customer management systems.

Experience in showroom support, lead management, or online customer handling will be a strong plus.

System & Software Knowledge

MS Office : Excel (Pivot Tables, Reports), Outlook, and Word for documentation.

Communication Tools : WhatsApp Business API, Google Workspace, or social media response platforms.

Core Skills & Competencies

Excellent communication and interpersonal skills.

Strong follow‑up and coordination ability.

Data accuracy and attention to detail.

Customer‑oriented attitude with problem‑solving mindset.

Team player with discipline and accountability.Ability to handle multiple customers and priorities under pressure.

Seniority Level Entry level

Employment Type Full‑time

Industries Office Furniture and Fixtures Manufacturing

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