CRM and Customer Service Specialist

About This Role

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 (pipelines, stages, fields) to align with business needs
• Maintain high-quality customer and lead data through validation, cleansing, and standardization
• Define and enforce data entry standards, governance rules, and data consistency across systems
• Perform regular data audits and ensure accurate customer segmentation (B2B, B2C, active, inactive, key accounts)
• Monitor and analyze sales pipeline performance, identifying bottlenecks and improving conversion rates
• Ensure proper lead assignment, tracking, and timely follow-up
• Provide accurate pipeline reporting and sales forecasting
• Track and manage all customer interactions (calls, WhatsApp, emails, complaints) within the CRM
• Ensure all customer issues are logged, categorized, assigned, and resolved within defined SLAs
• Monitor response and resolution times and escalate delays when required
• Coordinate with Operations, Sales, and Technical teams to ensure timely issue resolution
• Identify recurring issues and recommend improvements to enhance customer experience
• Track and manage all customer requests and orders generated through the Inqlha application
• Ensure accurate linkage between CRM records and Inqlha app orders (B2B and B2C)
• Monitor user activity and behavior on the platform (bookings, drop-offs, inactive users)
• Analyze order lifecycle performance (completion, delays, cancellations, failures)
• Identify and report application issues affecting customer experience and coordinate with Product/Tech teams
• Support onboarding of new users and guide them on using the Inqlha platform
• Support UAT testing of new features and report bugs and usability issues
• Design and implement automation workflows (lead assignment, follow-ups, reminders, re-engagement)
• Develop lead scoring models based on behavior, engagement, and customer value
• Improve operational efficiency by reducing manual tasks and ensuring process consistency
• Plan, execute, and monitor email campaigns (promotions, onboarding, retention, reactivation)
• Segment customer database for targeted email communication
• Track email performance metrics (open rate, CTR, conversion rate)
• Optimize campaigns based on performance insights and customer behavior
• Ensure alignment between email campaigns, CRM data, and customer lifecycle stages
• Develop and maintain dashboards for sales performance, customer service, and retention
• Analyze customer behavior, feedback, and trends to support strategic decisions
• Provide actionable insights to improve conversion, retention, and customer experience
• Track and analyze lead sources (paid campaigns, organic, referrals)
• Measure marketing performance and ROI across channels
• Support alignment between Marketing, Sales, and Operations teams
• Train internal users on CRM usage, processes, and best practices
• Ensure CRM adoption and compliance across all departments
• Act as the internal CRM expert and primary point of support

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 (e.g., HubSpot, Salesforce, Odoo, or similar)
• Strong understanding of customer lifecycle management and sales processes
• Experience in logistics, digital platforms, or startup environments is an advantage

Skills

• Strong analytical and data interpretation skills
• High attention to detail and data accuracy
• Excellent communication and cross-functional coordination
• Problem-solving with a customer-first mindset
• Ability to manage multiple priorities in a fast-paced environment
• Proficiency in CRM systems, Excel, and reporting dashboards
• Understanding of automation tools and customer journey mapping

Why Join Inqlha

• Be part of a fast-growing digital logistics platform transforming the market
• Work in a dynamic startup environment with real ownership and impact
• Opportunity to build and shape customer experience and CRM systems from the ground up
• Collaborate with cross-functional teams across Sales, Operations, and Technology
• Continuous learning and growth in logistics, data, and digital transformation
• Clear career progression opportunities in a scaling organization.