Customer Experience Executive – Inbound Lead Qualification

About Duratuf We're an industrial safety company in Kolkata, with our own office and warehouse in Dubai Our equipment keeps workers safe at 4,142+ customers across 65+ countries — when it works, someone gets to go home to their family. We're on our way to 10,000 protected workplaces by 2035 About the Role 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, Live. Chat, 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 Requirements 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 Trade.

India (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 Benefits 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)