Lead Officer

Key Responsibilities

• Monitor and manage all incoming leads through the CRM system.
• Ensure all leads are properly recorded, updated, assigned, and categorized.
• Conduct regular follow-ups on pending, active, and inactive leads.
• Monitor lead status, response time, and conversion progress.
• Identify unattended, delayed, or stagnant leads and coordinate appropriate action.
• Ensure Sales Officers consistently update customer interactions, quotations, appointments, and lead status in the CRM.
• Track customer inquiries and ensure timely endorsement to the appropriate team or branch.
• Generate and maintain CRM reports on lead volume, follow-ups, conversion, and pending leads.
• Coordinate with Sales and Operations regarding customer appointments, requirements, and service schedules.
• Escalate critical or unresolved customer concerns to the appropriate supervisor or manager.
• Maintain accurate and complete customer records while observing data confidentiality.
• Recommend improvements to CRM processes to improve lead handling and conversion.

Qualifications

• Bachelor’s degree in Business Administration, Marketing, Management, or a related field.
• With experience in CRM management, sales administration, lead generation, or customer service preferred.
• Proficient in using CRM systems, Google Workspace/Microsoft Office, and basic reporting tools.
• Strong attention to detail and organizational skills.
• Good communication and coordination skills.
• Ability to monitor multiple leads and follow-ups simultaneously.
• Results-oriented and comfortable working with targets and performance metrics.