Job Description

Roles & Responsibilities

Response:

• Monitor incoming leads from website forms, WhatsApp, social media DMs, email enquiries and marketplace listings.

• Respond to every new online enquiry within the company SLA with a clear, helpful first message that captures contact details, project type, budget range, timeline and measurement needs.

Lead management

• Enter and update every lead in the CRM immediately (status, notes, next action, documents, attachments, source).

• Assign and escalate leads that require measurement, technical review, or site visit to operations/measurement team.

Conversion & closing

• Nurture leads through to quotation, negotiation and order confirmation.

• Prepare or coordinate timely, accurate quotations (materials, fabrication, installation, lead times).

• Drive the lead-to-order process: follow-up calls, sample coordination, measurement bookings, revisions and final sign-off.

Customer care & relationship building

• Build trust with customers: explain material choices (marble, granite, quartz), lead-times, installation process and after-sales care in simple language.

• Keep customers informed at every stage and ensure handover to operations with full documentation once an order is confirmed.

Reporting & process improvement

• Maintain daily/weekly pipeline reports and update management on lead volumes, conversion rates, stuck leads and cancelled enquiries.

• Propose improvements to the website enquiry form, auto-responses and lead routing process to improve conversion.

Coordination

• Work closely with measurement, fabrication and installation teams to ensure promised dates are realistic and honoured.

• Liaise with accounts for deposit scheduling, final invoicing and payment follow-up when needed

Brand & compliance

• Ensure all communications reflect company quality and brand standards and comply with agreed terms (warranties, returns, installation policies).

Desired Candidate Profile

• 2–5 years sales / relationship experience in B2C or small-commercial sales, experience in building materials, interior finishes, marble/granite/quartz, or kitchen/bath sectors is a strong plus.

• Comfortable handling online enquiries and converting digital leads into site visits and orders.

• Excellent spoken and written English; Arabic or Urdu/Hindi is an advantage for local customers.

• Strong CRM discipline and experience (HubSpot, Zoho, Salesforce or similar).

• Good negotiation skills, commercial awareness and ability to prepare clear quotations.

• Customer-first mindset with good organisation and follow-through.