Customer Experience (Inbound & Outreach) - Executive

Duratuf Products Pvt Ltd; Kolkata District; On-site; INR 240,000 - 420,000; Full time

Benefits offered by this job

WFH opportunities

Flexible leave policy

Performance incentives

Statutory benefits

Job summary

Duratuf Products Pvt Ltd, headquartered in Kolkata, is seeking a Customer Experience Executive – Inbound & Outreach to manage the pre-sales journey across calls, WhatsApp, email, and LiveChat. You will qualify leads, coordinate with sales, and ensure timely follow-ups.

You will log interactions in Zoho CRM, maintain data accuracy, and drive pipeline growth by targeting high-quality prospects. The role requires 1–2 years of inbound or inside sales experience and a graduate degree.

Qualifications

• 1–2 years in inbound calling, customer support, or inside sales.
• Graduate (any stream) required.
• B2B/Industrial/Manufacturing knowledge is a plus.

Responsibilities

• Manage inbound enquiries via calls, WhatsApp, email, LiveChat across platforms.
• Qualify leads based on criteria and handover to Sales with high quality.
• Outbound outreach and lead nurturing to revive unconverted prospects and generate pipeline.
• Log all interactions in Zoho CRM and maintain updated records.

Skills

Multi-channel communication

Lead qualification

Customer orientation

Education

Graduate

Tools

Zoho CRM

Excel/Google Sheets

Job description

Customer Experience (Inbound & Outreach) - Executive

Position Title: Customer Experience (In bound & Outreach) - Executive

Department: Customer Experience

Location: Head Office, Kolkata

Employment Type: Full-time

Role Overview

We are looking for a highly disciplined and customer-focused Customer Experience 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.

The ideal candidate will 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, LiveChat, and B2B platforms
  
• Log all interactions in Zoho CRM in real-time
  

Lead Qualification & Handover

• Qualify leads based on MOQ, 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
  
• Maintain 100% accurate and updated CRM records
  
• Track lead stages, follow-ups, and pipeline movement
  
• Share weekly pipeline reports (conversion, response rate, pipeline value)
  

Key Performance Indicators (KPIs)

• 100% Follow-up completion within TAT
  
• Zero missed inbound enquiries
  

Requirements

• Experience: 1–2 years in inbound calling, customer support, or inside sales
  
• Education: Graduate (any stream)
  
• Industry Preference: B2B / Industrial / Manufacturing (PPE preferred)
  

Technical Skills

• Hands-on experience with Zoho CRM / similar CRM tools
  
• Ability to manage multi-channel communication simultaneously
  
• Basic proficiency in Excel / Google Sheets
  
• Familiarity with platforms like IndiaMART, TradeIndia (preferred)
  

Functional Skills

• Strong lead qualification and screening ability
  
• Effective objection handling (pricing, MOQ, product fit)
  
• Excellent multitasking and time management
  
• Strong customer orientation and communication skills
  

Nice to Have

• Experience with AI-based nurturing or drip campaigns
  
• Exposure to IndiaMART / TradeIndia platforms
  
• Knowledge of industrial safety or PPE products
  
• 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