Executive - Customer Experience

Position Title: Support Intern Department: Support Reporting To: Manager – Support Location: Head Office, Kolkata Employment Type: Full-time (Trainee / Entry-Level) Role Overview We are looking for a highly disciplined and customer-focused Support Executive – Inbound & Outreach to manage the complete pre-sales journey.

This role will handle all inbound enquiries across multiple channels, qualify leads based on defined criteria, and drive consistent outreach to generate pipeline from unconverted and existing prospects. This is an entry-level opportunity ideal for a fresh graduate looking to build a career in B2B customer support and inside sales.

The ideal candidate will be trained to ensure zero missed enquiries, maintain high lead qualification accuracy, and execute timely follow-ups to support revenue growth.

Key Responsibilities

Inbound Enquiry Management Handle all inbound queries via calls, WhatsApp, email, Live. Chat, and B2B platforms Ensure First Response Time ≤ 15 minutes across channels Maintain zero missed enquiries during working hours Log all interactions in Zoho CRM in real-time Lead Qualification & Handover Qualify leads based on MOQ (Minimum Order Quantity), product feasibility, and customer segment Share only high-quality, fully-qualified leads with the sales team Flag and report junk or irrelevant enquiries Outbound Outreach & Lead Nurturing Follow up on unconverted quotations and lapsed leads Execute targeted outreach campaigns (not generic follow-ups) Re-engage prospects to generate new opportunities CRM & Pipeline Management Maintain 100% accurate and updated CRM records Track lead stages, follow-ups, and pipeline movement Share weekly pipeline reports (conversion, response rate, pipeline value) Requirements Experience: 0–1 year; fresh graduates welcome.

Internship or exposure to customer-facing roles is a plus Education: Graduate (any stream) Language: Fluent in English & Hindi Industry Preference: Interest in B2B / Industrial / Manufacturing (PPE preferred) Technical Skills Familiarity with Zoho CRM / similar CRM tools (training will be provided) Willingness to manage multi-channel communication simultaneously Basic proficiency in Excel / Google Sheets Awareness of platforms like IndiaMART, Trade.

India (preferred) Functional Skills Aptitude for lead qualification and screening Willingness to learn objection handling (pricing, MOQ, product fit) Good multitasking and time management Strong customer orientation and communication skills Nice to Have Awareness of AI-based nurturing or drip campaigns Exposure to IndiaMART / Trade.

India platforms Knowledge of industrial safety or PPE (Personal Protective Equipment) products Benefits Flexible Leave Policy WFH and Out of Office opportunities on requirement and condition Performance Recognition Dynamic Career Growth Statutory benefits as per industry standards High ownership, performance-driven work culture Opportunity to manage a critical function in a growing organization