About Duratuf We're an industrial safety company in Kolkata, with our own office and warehouse in Dubai Our equipment keeps workers secure 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
• Versatile 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 (modern, integrated tool stack)

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