Position Title: Customer Experience (Inbound & Outreach) - Executive
Department: Customer Experience
Reporting To: Manager - 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
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, 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)
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 &

📌 Customer Experience (Kolkata)
🏢 Duratuf Products
📍 Kolkata