Job description for CRM Agent at PT Qualita Indonesia
Required Qualifications and Skills:
- Bachelor's degree in Agriculture, Agribusiness, Business Administration, or related field
- Minimum 1–2 years experience in CRM operations, customer service, data verification, or digital support (FMCG/agri-input industry preferred)
- Basic understanding of agricultural practices, farmer ecosystems, or agri-value chains to effectively communicate with farmer-level customers
- Strong proficiency in Excel/XLSX (formulas, pivot tables, data validation)
- Familiarity with CRM 365, Kongsi, or similar customer data/order management systems (training provided if needed)
- Fluent in English written for documentation; Bahasa Indonesia fluency required for farmer-facing communication
- High attention to detail, integrity, and ability to handle confidential customer and transaction data
- Strong communication and interpersonal skills for conducting survey calls with farmers and coordinating with field teams
- Ability to manage dynamic daily targets and prioritize tasks in a fast-paced environment
Key Responsibilities:
- Verify and qualify customer leads in CRM 365 originating from social media, internal apps, and external apps; update lead status and route to relevant sales teams
- Conduct satisfaction surveys and purchase intention calls with verified leads (target: 50 calls/day)
- Perform daily invoice verification for farmer-level loyalty program claims; approve low-value transactions and escalate high-value purchases to relevant approvers
- Monitor demand generation quality via system backend; validate field team inputs and flag suspicious, duplicate, or non-compliant submissions
- Identify, document, and compile data on intentional violations or anomalies submitted by field teams for management review and corrective action
- Serve as first-line digital support for internal/field teams on CRM 365, Kongsi, or related tools; troubleshoot basic access, data, or workflow issues and escalate complex technical problems to Engineering/IT
- Maintain accurate, real-time records of all verification activities, survey outcomes, escalation logs, and resolution status in CRM 365
- Prepare routine reports on lead conversion rates, survey insights, invoice verification status, and violation trends for Commercial Effectiveness review
- Coordinate with Channel Admin and Channel Specialist to align loyalty redemption data with Kongsi sell-out verification and incentive processing
- Proactively flag data inconsistencies, process gaps, or compliance risks to the Commercial Effectiveness Manager
