Customer Experience Executive – Inbound Lead Qualification

About Duratuf

• This seat sits at the front of the Customer Experience team and owns every inbound enquiry from the moment it lands.
  
• You qualify the enquiry, separate real buyers from noise, and hand clean opportunities to Sales.
  
• You cover all inbound channels during working hours: calls, WhatsApp Business, LiveChat, email and B2B platforms.
  

Lead Qualification (Core of the Role)

• Screen every inbound enquiry against MOQ, product feasibility and customer segment (distributor / EPC / end-user / OEM / government)
  
• Make correct qualify or reject decisions with minimal supervision
  
• Flag junk or irrelevant enquiries to the manager the same day and never pass them forward
  

Multi-Channel Inbound Handling

• Own all inbound touchpoints during working hours with zero missed enquiries
  
• Maintain First Response Time of 15 minutes or less on every channel
  
• Handle MOQ, price and product-fit questions without escalating every touchpoint
  

Clean Handoff to Sales

• Transfer every qualified lead with full context: company info, product interest, MOQ fit and conversation history
  

CRM Hygiene

• Log every enquiry and lead in Zoho CRM in the same session, tagged by stage
  
• Maintain 100% data completeness with zero pending updates beyond end of day
  
• Complete 100% of follow-ups within TAT
  

Pipeline Reporting

• Hold a weekly review with the Support Manager covering enquiries handled, response rate, qualification accuracy and conversion funnel
  

What Success Looks Like

• Zero missed inbound touchpoints
  
• First Response Time ≤ 15 minutes on every channel
  
• ≥ 90% lead-qualification accuracy
  
• 100% follow-up completion within TAT
  
• Every interaction logged in Zoho CRM the same session
  

Qualifications

• Experience: 1–2 years in BPO (voice or chat), customer support, customer experience, inbound telecalling, inside sales or B2B enquiry handling
  
• Education: Graduate (any stream)
  
• Language: Fluent in English and Hindi, with the ability to understand Bengali
  
• Industry preference: B2B / Industrial / Manufacturing (PPE exposure preferred)
  

Technical Skills

• Familiarity with Zoho CRM, Zoho SalesIQ and WhatsApp Business (strong plus)
  
• Ability to manage multi-channel communication simultaneously
  
• Basic proficiency in Excel / Google Sheets
  
• Exposure to B2B trade platforms such as IndiaMART and TradeIndia (preferred)
  
• Exposure to any AI-based tool (nice to have)
  

Functional Skills

• Lead-qualification logic: knowing when to qualify and when to reject
  
• Composure and multitasking under load, with calls, chats and CRM updates running at once
  
• Process discipline: follows the SOP and qualification steps consistently and logs as you go
  
• Empathy, patience and professional phone and chat etiquette
  

Values Fit (Non-Negotiable)

• Integrity: pipeline data and follow-up logs reflect reality, with no inflated counts and no follow-ups marked done that weren't
  
• Accountability: owns FRT, follow-up completion and qualification accuracy as personal numbers, without being chased
  
• Adaptability: picks up new tools and products quickly and adapts to each customer rather than relying on fixed scripts
  

• Flexible leave policy
  
• WFH and out-of-office opportunities based on requirements and conditions
  
• Performance incentives
  
• Performance recognition
  
• Dynamic career growth
  
• Statutory benefits as per industry standards
  
• Everything runs on Zoho One (modern, integrated tool stack)