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 (up-to-date, integrated tool stack)

📌 Customer Experience Executive Inbound Lead Qualification (Kolkata)
🏢 Nameless
📍 Kolkata