Customer Experience Inbound And Outreach - Executive

• Handle all inbound queries via calls, WhatsApp, email, LiveChat, 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
  

• 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
  

• 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)

• First Response Time ≤ 15 minutes
  
• ≥90% Lead Qualification Accuracy
  
• 100% Follow-up completion within TAT
  
• Zero missed inbound enquiries
  
• Consistent improvement in lead re-engagement rate
  

Requirements

• Experience: 1–2 years in inbound calling, customer support, or inside sales
  
• Education: Graduate (any stream)
  
• Language: Fluent in English & Hindi
  
• 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
  

Benefits