About Duratuf

We're an industrial safety company in Kolkata, with our own office and warehouse in Dubai

Our equipment keeps workers protected 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
prospects 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

📌 Customer Experience Executive – Inbound Lead Qualification Kolkata
🏢 Duratuf Products
📍 Kolkata