Customer Experience Executive (Inbound)

Job Overview

Job Description

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, 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

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 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

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)